Are we effectively delivering the target customer experience?

SATOV way, go to market, products pricing

Challenge

Customer interactions provide ultimate moments of truth. Will you be able to deliver the brand promise? Did they buy what was right for them, without feeling like they were being sold? If they had a problem, were you able to fix it in a way that they expected? Will customers walk away more loyal and engaged than when they began?

But, budgets don’t allow for endless investment in the experience. Companies need to determine which channels and customer segments should get the most investment, and when improving efficiency might be hindering the customer experience.

In a B2B setting, upsetting individual customers can have significant ramifications, and the service experience is often judged by a range of stakeholders for individual buyers. What’s more, a company can have as many segments as it does customers: which elements of the experience need to be common to all, and where can customization make sense?

What we do

  • We begin by applying knowledge of customer segmentation and buying behaviour to assess each step in the customer journey
  • We conduct a detailed gap analysis against customer expectations and identify the financial impact of improving in these areas
  • We help clients identify which efficiency improvements will please the customer, which ones can yield savings with minimal risk and which ones may cost more than they save

In a B2B context

  • We use in-depth customer interviews to understand the nuance and variance in customer expectations
  • We translate customer expectations into specific recommendations on everything from account management to service expectations and performance reporting

Contact us to get started. 

SAMPLE SERVICES

  • Journey mapping
  • Contact centre diagnostics
  • Organizational design
  • Value proposition design
  • Process improvement
  • Operating model design

SAMPLE PROJECTS

Contact center perspectives

Contact center perspectives

Helping a home services company improve service delivery

Telecom customer experience

RELATED INSIGHTS

How Net Promoter Score programs can deliver greater ROI

| Insights, Analytics, Customer experience, Market and consumer insights, The Way Forward | No Comments
Net Promoter Score (NPS) programs can drive greater ROI by integrating Voice of Customer studies into the regular cadence of NPS measurement. "Voice of Customer" (VoC) studies and "Net Promoter…

From the archives: B2B ethnography

| Insights, Customer experience | No Comments
Chantal Rapport is currently CMO and head of growth at Upstart, based in San Fransisco. By Chantal Rapport in 2016 | How Chantal's immersion with customers helped her deliver customer-centric…

Luxury brands can do very well today, but they have to deliver

| Insights, Customer experience, Mark Satov, Market and consumer insights | No Comments
Blog post by Mark Satov Peter Ustinov.  What an elegant sounding name.  You can elongate the U to make it sound even more upper crust than it is. Yooooostinov. Ustinov was a famous British…

What is my time worth? How some companies win by saving their customers’ time and others seem to do just the opposite

| Insights, Customer experience | No Comments
Article by Jordy Winkler, SATOV Consultants “Time is the only currency”. It sounds compelling, but is it true? The writer was probably picking up on the parlance of the day:…