Customer experience management: Key differentiator and driver for growth and sustenance in consumer industry.
Customer experience management combines technology, strategy, and resources to improve how the customer experiences your brand. This leads to improved customer satisfaction and loyalty.
Market research
Companies must make well-informed decisions, take the guesswork out of innovation and funnel resources into ideas and projects that hold the most potential.
Brand effectiveness
Brand equity and brand scores can give your insight into the effectiveness of your brand strategy
Customer service management
Customer Service can be strategic or tactical in nature; depending on if you use it to resolve customer queries or to create competitive differentiation.
MARKET RESEARCH
Millions of entrepreneurs worldwide are struggling to find a niche for their company. Research validates a business idea and gives the business a picture of what kind of new products and services may be more profitable. This way companies limit the risk inherent in introducing new products or services and making changes to existing ones. This is useful for even capturing customer feedback on existing products/ services viz a viz competition.
Carry out market research
Our research cuts across segmentation and offers a new level of precision so you can reach deeper and boost consumer engagement
Approach
- Meet the management to understand objective of the study as well as key expectation/ concerns.
- Based on the study type, propose various options of market research to the management and align on scope, subjects, mode, duration and reporting.
- Carry out study as per management alignment, with timely progress report to management
Methodology
- Primary & secondary research
- Val partners internal tools and resources
- Interview with key external and internal stakeholders
Deliverables
Market research raw data
Timeline
1 month
Data analytics and insight sharing
Data and advanced analytics promise profound competitive advantages, yet only fraction of companies truly master the alchemy of people, tools, data and strategic focus needed. The insights derived from mining the raw data will be nothing less than gold and will help you understand correlation and make sense of behaviour patterns
Approach
- Basis the primary/ secondary research, carry out data analytics to get insights, and emerging trends of the target base.
- Share finding with the management and key take aways for their usage and reference.
Methodology
- Val Partners assessment tools and resources,
- Meeting with key management stakeholders
Deliverables
Market research report with insights and take aways
Timeline
1 month
BRAND EFFECTIVENESS
Choose a marketing plan which is aligned to your brand positioning and identify marketing channels that are most effective to reach out to target customers and give you best ROI.
Brand assessment
Provide an opportunity to evaluate the strength of your brand, to underscore the value of your brand with customers, and to reposition the brand, if necessary, to reflect changes in the marketplace.
Approach
- Meet the management to understand objective of the study as well as key expectations/ concerns.
- Carry out secondary research/ interview with selected internal/ external personnel to understand current brand positioning, media mix, customer brand perception, customer satisfaction scores, budget spread and campaign effectiveness.
Methodology
- Primary & secondary research,
- Val partner resources,
- interview with key internal & external stakeholders
Deliverables
As is brand assessment presentation
Timeline
1 month
Redefine brand & media mix
Companies are seeing value in doing marketing mix remodelling to identify new tools to maximise return on their marketing investment.
Approach
- Understand competition brand positioning, media mix and spend and effectiveness.
- Build insights from successful brand/ media campaigns across geographies for the industry.
- Revisit brand positioning & build customer media plan for the company and related elements of budget and expected benefits.
- Share brand & media strategy with management for their buy in and alignment.
- Finalise initiative charter w.r.t activities, owner, timelines and tracking and benefit dashboard.
Methodology
- Secondary research,
- Val partners internal tools and resources
- Interview with key internal stakeholders
Deliverables
Branding revision & media plan
Timeline
1 month
CUSTOMER SERVICE MANAGEMENT
Customer is very sensitive to his experience in his various touch points with the business, and given the wide choices available to him, he can easily change his preferences.
As is customer experience assessment
Uncover what is impacting current service performance – what is getting in the way of meeting or exceeding customers’ expectations?
Approach
- Meet the management to understand objective of the study as well as key expectations/ concerns.
- Study customer service data w.r.t channels’ presence, channel adoption, customer QRC, CX KPIs and SLA reports etc
- Carry out primary/secondary research/ interview with selected internal/ external personnel to understand customer satisfaction index and concerns around it.
- Share finding of customer experience with the management for their alignment.
Methodology
- Primary and secondary research,
- Company documents/ reports,
- Interview with key internal stakeholders
Deliverables
Customer experience presentation
Timeline
1 month
Define CS improvement initiatives
Use our knowledge to challenge management thinking and practices to remove barriers and channelise the resources to deliver as per customer expectation.
Approach
- Develop insights in competition customer experience and best practises as well as international case references on managing customer expectations.
- Basis internal assessment and external best practises, identify improvement areas w.r.t channel coverage, processes, SLA etc
- Share improvement areas with management for buy in and alignment.
- Deep give into given areas to develop initiative roll out details, owner, timelines, tracking and benefit. Initiative deployment, benefit tracking and reporting into management (optional)
Methodology
- Val partners internal tools and resources,
- meeting with key management stakeholders
Deliverables
- Industry best practises CX improvement initiatives.
Timeline
1 month
What makes us different
- Our relentless focus on breakthrough and enduring results
- Our collaborative and transparent process
- Our uniquely effective way of working alongside our clients
- Our attention to your journey as well as your destination
We help our clients make change happen.
