Architect High-Value, Low-Friction Experiences to Win Loyalty, Business And References

There are several potential sources of friction at a point of purchase. Today’s customers come with high expectations and highly specific demands, and are easily turned off by non-personalized, time-consuming experiences.  Even a lack of consistency across physical, web, mobile, and social channels can lower conversion. For sales teams, reducing that friction requires a higher level of sophistication and transparency. Selling must be guided by the customer profile and segmented to offer narrow, relevant choices that present appropriate knowledge at the first touch. At the same time, each interaction must wow customers with an amazing, user-centric experience to win their hearts and minds.

Redesign online interactions with precision and user experience best practices. Ensure front-line staff delivers an honest, personal and human experience, and human interactions match their digital counterparts. Help sales leaders develop their teams’ emotional and intelligence quotient, and prepare them to treat every interaction as an opportunity to earn business and loyalty. Guide continuous buyer experience improvements across every channel and segment with the right analytics. You will then be able to create an incredible journey that minimizes abandonment and builds in switching costs.

Building Blocks

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Transformational Effects
  • Increased sales from cross-sell and upsell opportunities
  • Reduced cost with increased efficiency
  • Increased customer lifetime value
  • Seamless cross-channel experience
  • Location-based services
ORCHESTRATING THE TRANSFORMATION WITH TRIANZ

A high-value, low-friction customer experience in the buying and product/ service usage phases are critical to win customer loyalty, sales growth, and competitive advantage. To achieve these goals, Trianz helps Chief Digital Officers:

Our team of analysts will conduct customer experience research across segments, channels, geographies and industries. We help CDOs uncover customer pain points, unmask unmet needs, and map buyer journeys and experiences in the buying/ usage cycles.

Define objectives, reinvention of the digital customer experience, and project benefits from an optimized, omnichannel buying journey. We will provide phased execution roadmaps to help transform customer experiences.

Align creative design, process mapping, and technology. We will partner with your IT to integrate marketing technologies for tracking and driving campaigns of engagement with digital customers, window shoppers and influencers.

See ongoing operations and governance of new systems with availability and performance to meet demanding SLAs. We provide continuous research, content creation, and customer experience upgrades for marketing and sales organizations.

Our team of analysts will conduct customer experience research across segments, channels, geographies and industries. We help CDOs uncover customer pain points, unmask unmet needs, and map buyer journeys and experiences in the buying/ usage cycles.

Define objectives, reinvention of the digital customer experience, and project benefits from an optimized, omnichannel buying journey. We will provide phased execution roadmaps to help transform customer experiences.

Align creative design, process mapping, and technology. We will partner with your IT to integrate marketing technologies for tracking and driving campaigns of engagement with digital customers, window shoppers and influencers.

See ongoing operations and governance of new systems with availability and performance to meet demanding SLAs. We provide continuous research, content creation, and customer experience upgrades for marketing and sales organizations.

Enabling Technologies & Processes

Tools for Customer Experience

  • Magento
  • Oracle
  • Optimizely
  • Salesforce.com
  • Shopify