Is your company ready to revolutionize the customer experience?
Delighting customers is offering something far beyond what they expect or need. Each interaction with the brand must be strategically thought of as a set of opportunities to innovate in communication, redesign solutions, launch new services and products, and engage customers in experiences relevant to their moment in life. Considering the issues of your company, which ones do you identify with the most?
Low customer retention/ high costs of acquiring new customers;
Threat from new competitors or digital competition;
Customers expecting increasingly personalized and consultative services;
Difficulty in anticipating customer needs;
Poorly engaged or prepared employees;
Increasingly demanding and less satisfied customers;
Knowing and acting at each stage of the customer journey is the right way to grow your business. At Falconi, we combine our comprehensive knowledge of management with innovative practices and technologies to deliver an end-to-end approach and increase your brand awareness and the value generated for your customers. Transform your customer experience into more growth for your business. Talk to our Customer Experience specialists.
Increased sales conversion.
Reduced customer acquisition costs (CAC).
Increased lifetime value for the customer (LTV).
Increased customer retention time at the base.
Reduction of customer dropout rate (churn).
Regaining lost customers.
How we do it
Alignment to the strategy and value-adding model
Definition of project drivers, the vision of the company and the journey to be worked on.
Deployment of a CX and governance committee for the initiatives
Definition of the Customer and Personnel Committee, project governance model and responsibilities.
Diagnosis of the customer journey
Characterization of personas, mapping of touch points, quantitative and qualitative research of the customer’s voice.
Diagnosis of the employee journey
Characterization of personas, mapping of touch points, quantitative and qualitative research of the employee’s voice.
Map of opportunities
Consolidation and prioritization of opportunities by identifying digitalization needs and creating short and long-term action plans. Definition of governance for monitoring results.
Implementation of proposed improvements in waves
Redesign of processes, standards and training, application of technologies, and redesign of the processes of the employee’s journey.
What is your challenge today?
Count on us to develop the best solutions and achieve great results for your business