At the crux of every business relationship is the customer. At Invicta, we take customer experience very seriously, not just your experience as our customer but also your customer’s experience. How do your customers really feel when they interact with your team members? Many businesses assume that the absence of complaints is equivalent to a happy customer; truth is, many companies simply do not know what the experience of their customers is and are often befuddled by why their customers do not stay with them. In today’s competitive landscape, you simply cannot afford to leave it to chance and pray that your customers will stick with you.
You need to craft your customer’s experience and here’s how we can help.
Customer Experience: How We Help
Customer Journey Mapping
Many businesses are caught up with what they need to do internally and take customer interaction for granted. Sometimes, they assume the exact activities or steps customers will carry out when interacting with them.
A customer journey map represents visually a customer’s interaction with you during an end-to-end business transaction. It details all of the different stages and steps plus a snapshot of how the customer thinks of each step of the way.
Where should you get the information from? Interview? Survey? We provide you with a solid and practical customer journey mapping training.
Online Lead Acquisition
How do your customers find you? Why did they contact you? What are they saying about your business?
In today’s digital world, if you are unable to acquire new leads online, you lose your competitive edge. While deals are still closed the traditional way, businesses have to be online for customers to reach you and choose you over your competitor, all at a click of a mouse.
We help you define your strategy for acquiring leads online and help you build your platform to do kick-start.
Customer Retention
Too often, effort and money are thrown at acquiring new customers rather than nurturing and retaining current customers. Many businesses have a short-sighted view of the profitability of repeated business from loyal customers but the conversion rate for existing customers is 60 to 70% as compared to a very tough 5 to 20% for new customer!
You can work on a few things such as set your expectations right from the first interaction, build trust on top of rapport, become your customer’s first point of advice and be proactive.
We examine your current customer retention rate, how delighted (or not!) are your customers currently and optimize your customer journey.
Customer Segmentation
How do you group your customers? Did you also look at when does a customer spend and why?
Simply segmenting your current database is not enough. What drives them to buy from you? Is it price, convenience, loyalty or lack of choice? What other opportunities could you create?
We help you segment your existing customer base to help you grab current and potential opportunities. Really understanding your customer is the key to a positive customer experience.
