Many of the World’s Best Brands Have Put Customer Experience at the Core of their businesses. Happy customers are loyal customers. Over time, continuously delivering a consistent customer experience that goes ‘above and beyond’ previous experiences leads to customer loyalty. A loyal customer is willing to stay with your brand, even if it is easier or cheaper to go with someone else.
We know that CEM is about serving your customers. However, it is a little more than serving customers or knowing where they shop and what brand they buy. CEM is really about knowing your customers so completely that you can create and deliver personalized experiences that will entice them to not only remain loyal to you but also motivate them to tell others about you.
There are different stages of customer experience delivery. While the experience delivered by some brands can be, at best, described as ‘No Experience’, others are “Random”, “Predictable” or “Branded” Experiences. Branded experience is the place to be. Here, your experience delivery is consistent and what you say is what the customer gets and even more.
It is a journey that requires input from all the parties – the customers and the brand. The customer tells you what value means to them and you make it happen and even exceed their expectations.
This interaction must cut across all touchpoints – physical or digital. It includes customer awareness, attraction, discovery, cultivation, purchase, and use of service as well as advocacy. The customer has a huge role to play in this process and CPPL will work with you to go through the journey from the point of “no experience” to the point of “branded” experience.
We do these through the following services:
- Research & Insight Development – customer profiling / segmentation
- Design and execution of customer experience blueprint
- Installation of customer feedback devices and tools for 360-degree feedback tracking – DULU (Do You Like Us)
- Development of offers and loyalty programs
- Premium items for ‘Rewards, Surprise & Delight’ campaigns.
DULU® is a turnkey solution for retail and service chain organizations, that provides continuous customer satisfaction and intelligent reporting services to desired organizational units.
DULU® is suitable for any environment where customer satisfaction measurement and management are a must. The solution is built to give real-time feedback to brands.
Premiums (Gift Items)
CPPL Premium Gifts focuses on premium items that are made with strict adherence to quality standards while meeting clients’ budgets and achieving advertising objectives. Our promotional merchandise consists of innovative and carefully finished products that are highly eﬀective for brand activation and advertising.
There is tangible business value in managing the customer experience effectively. CPPL will work with you to deliver good customer experience management that will strengthen preference for your brand through delivery of branded experiences. Our services will also drive up adoption and revenue with incremental sales from existing customers and new adopters of your brand from word of mouth referrals. Our CEM will ultimately improve customer loyalty through valued and memorable customer interactions and lastly lower costs by reducing customer attrition (churn). This is what a CPPL developed and managed CEM platform will look like and deliver for our clients.