Improving the customer experience is at the heart of what Customer Attuned is all about – building better B2B relationships based on trust and working together for mutual commercial benefit. Our approach focuses in on the Moments of Truth (MOTs) that will make a difference to the customer rather than an academic exercise to map every detail.

In order to improve the customer experience you need to do more than just map the journey and identify the MOTs (although that’s a good start!).

We believe that the core principles of good B2B customer management – trust, joint-working, and mutual commercial benefit – should also underpin customer experience improvement initiatives. We would assert that in B2B customer experience is less about “delighting” the customer and more about long-term quality assurance of the relationship that has to be commercially viable from both standpoints.

We utilise our tools and extensive experience to take a systemic approach to engineering the customer experience to build trust, deepen working relationships and work equitably:

• From the outside-in, listening to the customers’ voice about customer relationship quality (CRQ^TM)
• From the inside-out, building your corporate capabilities to optimise each MOT for maximum positive impact at reasonable cost (CAA®)
• Instilling a positive customer culture and people competencies to make every interaction positive and brand-reinforcing