Solution
Customer Episode Design
Customer Episode Design
A proven way to transform the customer experience, at scale
Our Impact
20%
lower customer attrition
25%
higher NPS® on average
20%
EBITDA improvement
Creating outstanding customer experiences means seeing your company through the eyes of your customers--and understanding what they encounter as they attempt 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, with our clients experiencing 20%+ operating expenditure (OPEX) reduction. Our 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.
Winning on Purpose
A must-read story and your indispensable guide for inspiring customer love within your own teams and utilizing Net Promoter to achieve both personal and business success. Available for pre-order now!
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How We Can Help
Coro℠
Coro is a breakthrough suite of digital solutions that aligns people, processes, and technology in an integrated commercial system that makes your go-to-market organization the profitable growth engine you know it can be.
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