カスタマー・エピソード・デザイン
カスタマー・エピソード・デザイン
カスタマー・エクスペリエンスをエピソードごとに分析し大規模に改革する手法です。
Creating outstanding customer experiences means seeing your company through the eyes of your customers--and understanding what they encounter as they attemp to satisfy their needs. The key to transforming that journey is to focus on "episodes," the sequence of discrete interactions a customer experiences to fulfill a specific need.
Customer Episode Design is a proven way to reinvent those customer episodes. Our Simple & Digital approach combines analytics, benchmarks and human-centered design to reveal what delights your customers, and then shows you how to deliver it efficiently, and at scale. We’ll bring our broad expertise in technology and organizational change to help you prioritize, design and implement the improvements that make the biggest impact on customer satisfaction and, ultimately, the bottom-line.
Sydney-based Partner Katrina Bradley describes how leading banks design compelling customer episodes.
How We Can Help
ベインの実績
ベインの実績
25%
Higher NPS® on average
20%
Lower customer attrition
20+%
Operating expenditure (OPEX) reduction
20%
EBITDA improvement
