Customer Experience Management Services

For World-class Customer Experience Management Programs

Customer Experience Management Consulting Services

Serena Way brings in expertise of deep understanding of customer behavior and we leverage that in creating and executing high-impact CXM programs.

We assist you in multiple areas of your CXM program and our consulting services include:

CXM Program Design

We leverage our research on customer behavior to create unique customer experience management strategy. Basis of the strategy comes from the philosophy that pleasing customer experience drives advocacy and competitive advantage, leading to growth and lower costs. Our consulting includes aspects like brand perception, Customer Journey Mapping, Omni-channel experience management, Voice of Employees and CXM metrics management.

Customer Experience Management Services

Complex Survey Designing

Asking relevant questions to relevant customers at the right time is crucial. After experience in conducting numerous surveys and by leveraging our expertise in human behavior psychology, we assist in designing complex surveys by taking into consideration multiple parameters. Our survey design principles help in significantly improving the survey response rates.

Customer Touch Point Experience Improvement

Each digital as well as human touchpoint in your customers’ journey impacts loyalty. Our UX experts can help you improve your customer experience across these channels by suggesting better UI, layouts, communication and best practices specific to your industry. Apart from the human touch points like stores, service enters, we can help in improve experience across digital touch points:

  •    Websites
  •    Ecommerce portals
  •    Mobile Applications
  •    Internal Applications
  •    Emails
  •    Ads
  •    Social channels

Customer Feedback Analytics

Our Customer Experience Analytics experts help you to:

  • Analyze and interpret customer feedback in the context of business objectives
  • Find insights quickly
  • Prioritize the most valuable improvement opportunities

Our advanced analytics team turns the feedback data into business intelligence and helps you answer questions like:

  • What would increase customer loyalty?
  • Adding which features will provide maximum customer satisfaction?
  • Which CX initiative should I focus on first?
  • Why store at this location is not doing as well as others?