Customer Experience Strategy Consulting and Development
How do we build customer experience strategies?
To build a customer experience strategy derived from the organization's strategy, we follow a methodology based on the following stages:
Data Collection
Collect qualitative and quantitative data on the current customer experience through surveys, interviews, and workshops with stakeholders.
Review the Ministry's existing documents, policies, and procedures related to customer experience.
Use existing customer satisfaction measurement tools to analyze available data.
Current Situation Analysis
Analyze the collected data to identify strengths and weaknesses in the current customer experience using a comprehensive, recognized framework.
Analyze the gaps between the current situation and the desired customer experience.
Prepare a detailed report including preliminary findings and recommendations for improving the customer experience.
Defining the vision, mission, and values.
Crafting the vision the ministry seeks to achieve in the field of customer experience.
Defining the message that expresses how this vision will be achieved.
Defining the core values that will guide all initiatives and decisions related to customer experience.
Defining strategic objectives.
Setting specific strategic objectives that reflect the desired improvements in customer experience.
Linking these objectives to key performance indicators (KPIs) to ensure success is measured.
Preparing a comprehensive strategic plan.
Designing a strategic plan that includes the initiatives and projects necessary to achieve the strategic objectives.
Preparing a clear roadmap for implementing these initiatives and projects, including identifying priorities, timelines, and required resources.
