Customer experience served simply and with impact
The Union Marketing offers a three-phase client experience strategy:
1. Win converts
2. Acclimate and delight new clients into the user experience
3. Foster advocacy through a great service infrastructure
Every aspect of the customer experience journey, irrespective of industry or company, could be assigned to these three phases of our customer experience model. By simplifying the process, we gain better visibility of the critical customer actions for each phase. It also separates bigger company-level decisions from local ones, helping you gain support from the C-suite to frontline staff.
Research shows that making a few specific "moments of truth" delightful is what drives client affinity. We'll help you to identify and build out a handful of touch points to delight your customers under these three phases of their journey.
Why engage a professional
Customer experience models help organize work and focus employees. But over time, these models can get over-engineered or convoluted by modifications through the natural course of business. As it gets knottier, we recruit more analysts and install more sophisticated metric systems to help us make sense of it.
The Union Marketing's proprietary customer experience model is based on years of developing customer experiences for large consumer goods companies who have led the discipline. More recently we’ve work on customer experience in the financial services industry widely acknowledged for their digital customer experiences. We'll help you map out the customer journey, tie effort to key business metrics and create magical experiences with which to excite your teams.
Contact us if any of these apply to you:
· Don't know the top experiences customers care about?
· Want to untangle a messy customer service model?
· Deciding whether to invest in a new customer experience/CRM system?
· Need to formalize your business process to serve your growing customer base?