Customer Experience Strategy & Implementation

This energy-related company had been lagging their competitors in customer satisfaction ratings for several years, and was looking for ways to go beyond the typical measures to a more collaborative partnership with their customers. We were hired to develop and implement a Customer Experience strategy for measuring, improving and leveraging the satisfaction and loyalty of their customers and further differentiating them in the marketplace. Using our Customer Focus Maturity Model ® and related tools, we helped them develop and implement a five-year CE strategy. The results of our work included deeper and more profitable customer relationships, continually improving VOC measures and initiatives, and several system-wide process improvements.


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