AAG’s Customer Experience Management (CEM) strategy solution is a phased approach that helps you address critical customer management issues. In this way, you can acquire, understand and serve your customers more effectively.

We can strengthen marketing and sales effectiveness in order to retain and build your customer base. We help you focus on increasing consistent, high-satisfaction customer experiences across multiple channels, so you can discover new opportunities to provide value and increase profitability.

To manage the customer experience effectively, you need to develop and deploy strategies that both grow and serve your customer base. Our CEM solution framework can help:

  • Drive customer value
  • Identify customer segments and align them with products and services
  • Focus the entire organization on the customer experience
  • Improve service quality through greater transparency and accountability

Our CEM methodology can help you build:

  • New opportunities with customers -- improvements in strategy, service operations, and technology can help you realize greater financial and organizational benefits.
  • Greater customer satisfaction -- real-time data management tools and enhanced service training help support customer demands and needs.
  • Customer-focused processes -- we can help you create processes designed around real-world situations, actual customer behaviors and actions, and then structure your organization's best-practice responses.

Principal CEM components include the following:

Customer Experience Assessment – this generally is the first step in your relationship with us, and is where your CEM strategy is developed and annually renewed. The components include:

  • Review/implement Clear Customer Intelligence Methodology (CCIM)
  • Review survey questionnaires
  • Review customer and employee loyalty database strategy
  • Review key account strategy
  • Interview your senior management for goals and objectives

  • Review/revise 360o employee surveys for individual contributors, for middle-management staff and for senior managers

Employee 360o Surveys – this phase focuses on obtaining the perception of the level of customer satisfaction and loyalty within your customer service organization. Using a core set of questions, we survey three (3) levels of service organization employees – senior, middle and front-line – and compare the responses with actual customer responses to the same set of core questions. This provides the full panorama of perception on your company’s service capabilities, both internal and external to your organization.

Key Account Strategy -- most companies find that 80 percent of their business comes from 20 percent of their customers.  Yet they often fail to have a specific key account strategy. AAG targets your major revenue-generating and strategic accounts by decision maker/recommender and influencer. We conduct interviews with each participant on a semi-annual or quarterly basis, and generate Action Alerts when immediate problems and/or revenue opportunities arise. 

Win-Back Strategy – it is inevitable that you are going to lose customers.  But instead of lamenting a customer defection, or a trend of failed new-account campaigns, we can help you devise effective, proactive strategies to successfully re-establish profitable relationships with former customers.  Using a win-back plan developed to address key areas of resolution, we interview lost customers with the goal of securing re-entry opportunities to resume business.

Competitive Benchmarks – provided by our Center for Loyalty Research, there are three (3) types of benchmarks. First is the Omega NorthFace ScoreBoard Benchmark IndexTM (SBI). Second is the Custom Competitive Benchmark that includes your key competitors. Third is the Omega View From the Top Benchmark, which draws comparisons to 500 service organizations worldwide.

Customer-Centric Communication Strategy – this component focuses on developing marketing materials such as Customer Satisfaction Annual Report, case studies, white papers, web casts, "State of the Union" in customer satisfaction and other items that highlight your organization’s investment in CEM strategy. This information highlights your awareness with employees, customers, prospects, news media, industry analysts and the marketplace in general that you are committed to a customer-centric philosophy – and have the metrics in place to validate your success in implementing a CEM program.

Executive Briefing – prepared by our Center for Loyalty Research, this presentation and report analyzes all pertinent data we’ve gathered from the preceding steps, draws conclusions and makes recommendations to improve your overall CEM process. This briefing is made at two levels of your organization: to your CEO and his/her staff, and the VP of Service and his/her staff.