Customers believe in companies not because of what they say, but because of what they make them experience. Acumen believes that if customers are not provided with a consistent experience at each touch point, your brand image and hence your sales takes a beating. Acumen’s Customer Experience Design is a tailor-made engagement which uses some of the most contemporary tools from across the globe and carried out by the best known experts in the field.
The Acumen Customer Experience Strategy views the Experience from a business stand-point and gets defined through a simple statement which encompasses the entire purpose of the Experience: we trust <the new experience> will solve <customer’s needs / issues> enabled by <complete solution> developing into <new attitude / behaviour / result>.
The Acumen Customer Experience Journey Map considers a mix of the following 3 factors depending on the readiness and ability of the organization
Those aspects of service and or delivery on which the customer expects no compromise. These must be standardized, proactive, and zero-error
Essential (Likeable) Linears
Aspects that add up to each of the Touch-points’ experience and are considered essential, although not vital, in the Customers Experience Journey
Delighters are one step above the Linears and are more dynamic in nature towards keeping a customer engaged and enjoying a higher level of Experience with the brand. Although the most desirable for any brand, these without the Vital Hygiene and Essential Linears creates an inconsistent experience leaving the Customer with a bad taste
How can we help you do better
Acumen helps Businesses to design the Customer Experience through the following Four stages after the Customer Experience Survey has been conducted to evaluate the Customer Effort Score.
Stage 1: Customer Experience Strategy
A brainstorming exercise to derive clarity on unified expectations and purpose behind delivering the expected Customer Experience
Stage 2: Designing the Customer Journey
Designing/ Mapping the Customer Experience Journey Touchpoints and the expected Moments of Truth to be delivered at each of those Touchpoint to deliver the Customer Experience Strategy.
Stage 3: Customer Experience Measurements
Customer Journey Maps help to identify critical opportunity areas based on an understanding of your customers’ perceptions of their experiences. The right Performance indicators provide critical support in the evaluative framework for making journey maps actionable and result-oriented.
Stage 4: Experience in Action
Sharing the new Experience Design with the team and Training them to deliver the expected responsibilities Reviewing the Journey Map being actually executed to cull out the challenges and streamlining it to make it viable and achieve the envisaged results.