Customer Experience
Create intentional, positive customer experiences. We help organizations navigate the complexity of the ever-changing customer experience through our design, test and measurement process.
Customer Experience
How current is your understanding of member experience and how quickly can you respond to risks and issues?
Creating and delivering a winning customer experience is especially challenging for organizations competing in the “experience ecosystem” – the complex marketplace where relationships exist between distributors, customers, influencers and decision makers.
We work with your leadership teams and front-line employees to create a comprehensive view of your existing experience ecosystem; identify hurdles you will need to overcome to deliver desired experiences and create a visual learning tool to educate all levels of employees in the organization.
Before making investments in your customer experience function, organizations must be aligned – especially across the leadership team – and a well-designed governance model must be in place to sustain your efforts. We’ll lead you through workshops to explore capabilities necessary to effectively manage experience, prioritize investments and develop a plan for action.
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:
