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 (CRQTM)
- 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
CUSTOMER EXPERIENCE IMPROVEMENT
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A pragmatic new approach to understanding and building trust in B2B relationships based on the latest academic research and leading thinking.
Best practice approach to developing great strategy in three distinct steps with 12 explicit components.
Engaging both sides of key partnerships to get to the heart of how well the relationship is working and improving.
Unique approach to ‘engineering’ your customer experience.
Focus in on the MOTs that will make a difference in either alleviating customer ‘pain’ in dealing with you or exploiting opportunities to ‘gain’ incremental mutual value.
Customer Experience Improvement
Optimising the MOTs to quality assure the experience.
The problem often isn’t what was delivered – it’s what was promised!
World-leading B2B-specific methodology to understand, manage and improve long-term customer relationship quality.
