Customer Experience

We go through all stages of the customer funnel to find all problems and obstacles that need to be addressed:

01 Awareness Phase:
— Advertisements: How are customers reacting to brand advertisements? What is the sentiment around them?
— Social Media: How is the brand perceived on social platforms? How does the brand handle both praise and criticism?
— Word-of-Mouth: What are people saying about the brand organically? Are there more recommendations or warnings?

02 Consideration Phase:
— Digital products: How intuitive and user-friendly are the brand's digital platforms or applications? Are users encountering any difficulties or frustrations during their interaction?
— Reviews & Testimonials: How balanced are the reviews? How does the brand address both positive feedback and criticisms?

03 Purchase Phase:
— Online Store/Physical Store: Are customers satisfied with their purchase process? Are there challenges they face, like payment issues or stock unavailability?
— Sales Interactions: How smooth is the interaction with sales representatives? Are there any high-pressure tactics that customers dislike?

04 Post-Purchase/Retention Phase:
— Product/Service Onboarding: Are customers feeling well-informed post-purchase? Are they facing challenges understanding the product or service?
— Customer Support: How effective is the support in resolving issues? Are there recurring complaints about the support process?
— Feedback Mechanisms: Is feedback being collected post-purchase? How is this feedback being acted upon?

05 Advocacy Phase:
— Loyalty Programs: Are customers finding value in loyalty programs? Are there criticisms about its structure or rewards?
— Referral Programs: Are customers willingly referring the brand to others? If not, why?

06 Exit/Churn Phase:
— Cancellation Process: Why are customers leaving? How is the brand addressing these reasons?
— Exit Surveys: Are departing customers providing feedback? How is this feedback being utilised for improvements?

07 Brand's Response to Dissatisfaction:
— Issue Resolution: How quickly and effectively does the brand address customer complaints?
— Compensations: Does the brand offer compensations, refunds, or other means to make amends after mishaps?
— Transparency: How open is the brand about mistakes, and what measures are they taking to rectify them?

Our priority is to align Customer Experience (CX) with your existing marketing strategy. Recognising the time, effort, and resources you've already invested, our primary objective is to build upon, rather than replace, what has been established. By leveraging a comprehensive assessment process, we identify the strengths of your current strategy and work to amplify them.

Simultaneously, we look for opportunities to introduce CX enhancements that harmonise with and elevate these existing elements. Our approach is akin to adding layers to a foundation, ensuring that every new addition complements and strengthens the underlying structure. This way, the integrity of your past efforts remains intact, and your brand's narrative evolves coherently and enriched.

Negative feedback, while challenging, provides invaluable insights. We view it as an opportunity for growth. Our approach involves root cause analysis to understand the core issues, after which we devise strategies to address them, ensuring they're less likely to recur.

We aim to integrate and build upon existing legacy systems to optimise investment and minimise disruption wherever possible. We suggest an overhaul only in instances where they pose limitations to CX enhancement.

If any development needed, we'll be happy to involve our development team from DataArt to tackle the task.

We use particular techniques to find the balance between online and offline and bring consistency:

— Unified Brand Voice: The core brand essence is at the heart of our strategy. Regardless of the platform, we ensure this essence permeates, ensuring a recognisable and consistent brand voice.

— Symbiotic Relationship: Instead of viewing online and offline as competing entities, we see them as complementary. A well-designed online platform can act as a discovery point, nudging users to explore in-store, thereby creating a holistic brand journey.

— Consolidated Feedback Mechanism: Customer feedback, whether from an online platform or in-store experience, is invaluable. We employ a consolidated approach to feedback, treating differences as opportunities to bridge any experiential gaps.

— Staff Alignment: Any transformation or integration would fall flat without the on-ground staff being in sync. We can help you with guidelines, ensuring your team is equipped to deliver this enhanced, integrated experience.