The risk of taking a decision without a structured approach results in either overinvestment, or poor customer experience.
Typically, consultants are expected to lead engagements with answers. Our consultants are a little different. They lead engagements with all the questions. And instead of talking about solutions, they talk about problems.
These questions and problems are what go into the discovery phase of our consultative engagements with our customers. Be it a green field opportunity or a mature Customer Interaction set up – the engagement is the same.
What discovery are we talking about? Simply put, every customer has an expectation of their service provider. An expectation that is born from several external factors like word of mouth, advertising, previous experience or simply - chatter in the market about the brand. When customers interact with the brand, they want their expectations to be met and that their experience is in line with that expectation.
We all know unfortunately, that 9 times out of 10 – there is a gap between what customers expect and ultimately what they experience. The discovery process that we are talking about is to figure out what creates this gap. Is it a people gap? Is it a process gap? Is it a technology gap? Is it an alignment gap between brand promise and customer interaction? Or, is it a gap that is created as a result of a constant interplay of all these facets of an organization?
This is the core thinking that has gone into constructing the consulting arm of Servion. Because we know that to address this gap, a structured approach that begins at the top with the brand promise and business objectives that works its way into technology and SLA’s is imperative.
Our experience of having delivered over 50 such consulting assignments across different geographies and industries, lead us to believe that the risk of taking a decision without a structured approach results in either overinvestment, or poor customer experience; which in-turn leads to brand disillusionment and customer churn.
Our structured engagement process allows organizations to
- Understand the strategies of business, financial, operational, and technology stakeholders of customer interaction
- Identify gaps within or across the layers
- Identify gaps this causes in the customer ecosystem
- Diagnose the root causes
- Design suitable solutions to reduce gaps