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Coordinating internal alignment to enhance the customer experience while maximizing customer participation in crucial research.
Our Fortune 500 Manufacturing client's customers faced challenges in online ordering and inconsistency when working with different business units. The company needed to understand the full scope of what was happening online and across the business to deploy targeted solutions backed by internal support.
Client
Fortune 500 Manufacturer
Services
Industry
Capabilities
- Customer Experience Strategy
- Journey Mapping
- Service Blueprints
- Strategic Recommendations
What we did
- Performed discovery by auditing the customer experience process, conducting interviews to understand customer satisfaction opportunities, and analyzing customer journeys to identify the pain points
- Provided a survey option to customers and leveraged existing client research to gain robust insights
- Collaborated with client teams to gain alignment and buy-in from stakeholders
- Delivered service blueprints and recommendations for a more unified customer experience across all business units
Outcomes
- Reduced internal complexity
- Streamlined communications
- Empowered teams with more precise roles and responsibilities
- Improved customer experience at all touchpoints
Every project started with a conversation.
Let’s talk
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