Sounds a bit ‘soft’ doesn’t it?
But strange that more businesses don’t have a proper strategy in place when in fact all business hinges on acquiring and retaining customers.
The objective is to define a relationship marketing strategy that relevantly positions your business against competitors and at the same time provides a differentiated customer experience.
The challenge is usually to make sure that the relationship marketing strategy is aligned and fits with organisation goals and objectives. That is the starting point.
We then work through an analysis of the environment and designing a fit between the organisation, resources and objectives. This includes competitor positioning and market segmentation amongst other variables.
Raptup has developed its own customer experience process flow that includes the following elements;
- Vision and objectives
- Customer experience statement
- Ladder escalation
- Moment mapping
- Measurements (Might include a net promoter score)
- Reports
Ideally the Yes Please! online learning programme would be included as part of this process to communicate and educate the entire organisation of the new/revised vision and strategy.
We also offer workshops and facilitation programmes to promote participation amongst all stakeholders in the process of customer experience delivery. These are useful as they promote buy-in as well as serve as a feedback mechanism to improve the business.
Ladder escalation
Moment mapping example