Customer expectations are higher than ever
Without the right processes to identify issues or opportunities, efforts to enhance the customer journey are often just good guesses.
Customer experience innovation is about being proactive – understanding your customer’s goals and feelings to create the best outcome for them at each step of interaction. It is key in building brand presence, increasing revenues and improving customer loyalty.
Baker Tilly’s customer experience offering helps companies understand the full customer experience, identify issues, develop innovative ways to reduce effort and friction, test innovations with customers and develop plans to integrate and monitor those innovations over time.
Our customer experience assessment methodology can help your company:
- Understand the specific interactions your customers have across the entire buying and service journey, as well as the emotional connection they feel at each interaction
- Explore how to eliminate current pain points and increase customer loyalty
- Generate innovative new experiences that provide value to your customers
- Test and validate new customer experiences in the market before investments are made in people, process and technology
- Develop an actionable, prioritized road map that indicates where, when and how you will execute customer experience initiatives
- Engage in change management, communications and training programs to ensure the changes are adopted and sustained
