What We Do
Our Customer Experience leverage our Design Thinking, Re-engineering, Lean, Quality, and Optimization skills. These projects begin by gaining a focused understanding of the Voice of the Customer and clearly defining the key expectations, a vision and strategic direction of the organization. In other words, we work with you to define your organization’s “unfair advantage”.
From there, we progress into a Customer Experience analysis focused on streamlining and simplifying operations. The end result is a set of deliverables that aim to enable growth and create value.
Each engagement utilizes our proprietary tools and techniques, combined with resident insight and best practices, to quickly assess the organization’s business process performance. After the assessment, we create an implementation plan that enables these transformation projects to assist in the reinvention of an enterprise. Details of our approach are illustrated below:
Step 1 Initiate the Project (Clarify Project Objectives and Outcomes)
Step 2 Define Organizational Context
Step 3 Define Current State Processes
Step 4 Analyze Current State & Technology Gap
Step 5 Define Future State Improved Processes
Step 6 Create a Recommended Action Plan and Implement Recommendations
Our expertise, built upon our unique approach, tools, and techniques, creates a customized solution that allows strategic initiatives to be incorporated into the fabric of an organization.
Customer experience goes beyond just providing good customer service and far beyond when the customer makes a purchase. TSI uses a variety of tools and techniques to understand and improve the total experience to create a long-lasting rational, emotional, sensorial, and possibly spiritual impact on the customer.
To achieve breakthroughs in customer service and customer loyalty, we will utilize voice of the customer analysis, by understanding the key personas that are germane to the organizations. We will map the current customer experience and analyze the “moments that matter” so we can define an improved customer experience.
This often starts with developing self-awareness after one’s process is documented and analyzed in the following ways:
- How ETDBW (Easy to do business with), was this process from a customer service and customer experience perspective?
- How would your customers rate the experience overall?
- What impact does this have on customer loyalty?
- Aside from the efficiency and effectiveness aspect of the transaction, did the transaction have any emotional connection from a customer experience perspective that left the customer with a memory that was more positive, neutral or negative in nature?
Finally, TSI concludes our customer experience improvement projects with specific and detailed recommendations that we typically help to implement. In parallel, we define key performance indicators so we can truly, and objectively measure the customer service experience impact.
