Customer Experience Management Consultants

Genroe is an experienced customer management consulting firm offering a range of services in this specialist area.

Clients use our customer experience management services to design and implement customer experiences that increase customer loyalty and business profitability.

Typical tasks include:

1. Creating a Customer experience map

Mapping the total customer experience clarifies the customer perspective.

2. Reviewing company processes

Understanding the internal process gives the company perspective.

3. Identifying the experience based drivers of customer loyalty

What really drives customer loyalty? We use a variety of tools to understand which customer experiences drive customer loyalty. The tools include Brand Keys and advanced analysis of existing customer survey and profitability data.

4. Design a practical solution and create a business case

After understanding the experience drivers of loyalty the customer experience can be re-designed and business cases created. This step provides the vital link between customer investment and business return.

5. Implement the solution

The solution is normally implemented using a pilot programme approach. During this process we coach your staff in the implementation process allowing them to take over implementation and management of the solution after the completion of the pilot.

6. Maintain

Rather than measuring everything in your service quality program, Genroe measures only what impacts on customer loyalty. Making reporting actionable and useful.