Companies are increasingly tackling “customer-centric” transformations that make bold promises but frequently disappoint in reality.
Bartle’s approach to the customer experience is “all hands on deck”: we develop new value propositions and harmonise them with teams, customer journeys, digital applications and relationship management programmes that are geared entirely toward customer satisfaction and loyalty.
The dictate to “put the customer first” is not new. Indeed, it has become more prominent with the rise of players in the new economy, expanding in sectors that are already highly competitive, demanding memorable experiences that create a pleasant surprise for the customer.
Customers are looking for more products on the shelves. For individual and business clients alike, brands are expected to offer a service and a journey adapted to their wishes, with personalised omnichannel interactions and immediate responses. Their loyalty is earned through specialised, innovative and ongoing programmes that bring the company into closer contact with the customer’s daily existence.
The challenge is finding the ability to reformulate an attractive and sustainable proposition to accompany the customer through different stages of life. Businesses must find new answers to fundamental questions:
Creating a memorable customer experience begins with more collaboration across departments, whether their staff are in direct interaction with customers (front office) or providing support (middle and back office).
This capacity for nurturing synergies amongst varied business lines from the start of a transformation is a hallmark of the Bartle approach: the experience is to be told and lived, by individuals and the services they offer. The customer’s voice and viewpoint are precious, but here they are complemented by the observations of your teams to qualify the maturity of the promise delivered and to better define the target and avenues for improvement. For each group, we define a distinctive relational footprint rooted in the group’s strengths and human capital to stay in constant contact with the end customer.
Our expertise is acknowledged across many sectors and it is this breadth of knowledge that enables us to address a wide range of issues in creating, improving and delivering the customer experience.
