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 consistent experience across physical, web, mobile, and social channels can result in a lower conversion rate. For sales teams, reducing that friction requires a higher level of sophistication and a 360° view of the customers’ perspectives. Therefore, 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 excite customers with an amazing, user-centric experience to win their hearts and minds.

Redesign online interactions that are tailored around best practices in user experience. Ensure front-line staff delivers an honest, personal and human experience aligned to 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. The result will be an incredible journey that minimizes abandonment and builds in switching costs.

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 are critical in the purchase and usage phases of a product/ service to win customer loyalty, grow sales and gain a competitive advantage. To achieve these goals, Trianz helps Chief Digital Officers (CDO):

Our team of analysts 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 purchase/ usage cycles.

Define objectives, reinvent the digital customer experience and project benefits from an optimized, omnichannel purchase journey. We provide phased execution roadmaps to help elevate customer experiences to drive repeat and loyal customers

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

Transform ongoing operations and governance of new systems with availability and performance to meet demanding SLAs. We assist companies to grow company reputation and bottom line through a meticulous operational execution approach.

Our team of analysts 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 purchase/ usage cycles.

Define objectives, reinvent the digital customer experience and project benefits from an optimized, omnichannel purchase journey. We provide phased execution roadmaps to help elevate customer experiences to drive repeat and loyal customers

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

Transform ongoing operations and governance of new systems with availability and performance to meet demanding SLAs. We assist companies to grow company reputation and bottom line through a meticulous operational execution approach.

ENABLING TECHNOLOGIES AND PROCESSES

Tools for Customer Experience

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