Customer Experience - The Sails of Your CompanyPresentation Transcript
Customer Experience – The Sails of Your Company After the calm comes the breeze: are you ready to hoist your sales?
Prepare for the coming upturn and get your sails ready: avoidyour competition’s mistakes and focus on your customers Use the opportunity to shine You can’t afford bad experiences Customer insights are keyWhile your competition plays dead and Customers repay bad experiences and To offer your customers a greatfocuses on cost cutting rather than on stop being your customers. They are - experience, you need to know whocustomer experience, you have a great now more then ever - sensitive to value they are: what they want, what’sopportunity to stand out. and good experiences for their hard important to them and how they feel earned money. about your company.What do you do to increase your chances of being a winner of thecrisis? Stimmt AG | Customer Experience: The Sails of Your Company
We help you understand your customersso you can make the right decisions We won‘t just find out what your customers do, but why. With the right insights you make better decisions You will get insight into... Then, you can... ...the kind of experiences your customers have. ...cut costs without hurting customer experience ...which experiences your customers actually pay for ...make targeted investments in customer experience ...what delights your customers ...enlarge your customer base with different experience qualities at different prices ...what troubles them ...align marketing and fulfilment with desired customer experienceUnderstand your customers. Outperform your competition. Stimmt AG | Customer Experience: The Sails of Your Company 3
With sound methodology we deliver answers beyond the obviousContext Methods Touch point (Depth) Interviews Customers Observation Customer Journey Channel Process Mystery Shopping tailoring Expert Evaluation Introspection Service ProductYour business defines the setup and the Together we define the proper approach toquestions to be answered. gain the insights you need.Deliverables Evaluation of hypothesis Answers to specific questions Customer Insights Customer Experience Chain Experience segmentation Quick fixes/delights Stimmt AG | Customer Experience: The Sails of Your Company 4
Customer Insight Projects can be very focused and quick orextensive and in depth - depending on your information need Now + (as little as) 4 weeks Setup Study Evaluation Presentation Define goals of study and Structured recording Translate data to Presentation of results to specific questions of customer suitable format interested stakeholders in your Define tailored study design experience on site (annotation, transcripts, company Produce study material …) Intermediate Review Workshop and discussion of (questionnaires, interview Analyse data results and impact on company guidelines, coding methods..) Scheduling Interpret data Recruiting of participants Write presentation Briefing of affected employees (if required) Define code of conduct for Stimmt staffFigure: Generic project flowSome project examples Quick customer experience gap analysis for one touch point -> 25K CHF In depth analysis of point of sale touch point -> 50k CHF In depth analysis of one process including various channels -> 75K CHFDo you want to know more? Helmut KazmaierLet’s talk! +41 562 10 23 Stimmt AG | Customer Experience: The Sails of Your Company 5