Customers can move along the customer life cycle to drive lifetime value – from awareness to purchase, and from purchase to advocacy – only if your business knows what the stages of your customer life cycle are, and how to successfully propel customers from one towards the next.
We work with your business to identify and benchmark your customer life cycle, address blockages and challenges, and create strategies to improve each. We also provide the benchmarking and ongoing analysis to monitor the customers as they move along your business’s unique customer journey to ensure a health lifecycle.
We’ll identify and map the customer journey including the pre-purchase life cycle (Awareness, Nurturing, Consideration), the “Sales Handoff” from sales teams to customer service teams, and the post-purchase life cycle (Satisfaction, Loyalty, and Advocacy)
Using the Customer Journey Map we’ve created, we’ll use our proprietary tools to track and benchmark customer experiences across those brand-customer touchpoints to determine threats and opportunities
Using our Customer Journey Map, we’ll work with your client stakeholders to improve the customer experience at critical junctions to ensure customers are successfully transitioned from prospect to customer, from new customer to loyal customer, and from loyal customer to brand advocate.
Our proprietary CIA analysis and benchmark tool provides a snapshot of the health of your customer relationships. A drill down of the benchmarks provides insight into areas of the customer life cycle that can be improve to drive more customer life time value
The Sensei CXM Platform, which has been supporting this program for over five years, has proven to be flexible enough to manage our unique needs and stood up to all the security rigors a financial institution puts such applications through.
Looking to enhance your brand’s customer experiences? Call 1.416.484.1400 or complete form below.