Great customer experience is key to sustainabilityCustomer Experience Management (CEM) aims to continuously add value to customers. With increasing digitization; Customers expect brands to facilitate interactions across seamless channels, with minimal effort as a minimum requirement. Organizations need to plan how to anticipate changing customer expectations and trends and how to improve customer experience by including a customer experience strategy as part of their business strategy.
. Customer experience, also known as (CX), is your customers' overall perception of their experience with your business or brand.
. The customer experience is the result of every customer interaction with your business, from navigating the site to speaking to customer service and receiving the product / service they purchased from you. Everything you do affects your customers' perception and decision to keep coming back or not - so a great customer experience is the key to success.
. The goal of customer experience management is to improve customer interactions to align with customers' ideal perception of the brand, and to exceed their expectations to nurture and enhance long-term customer relationships. Customer experience management is emerging as a key strategy to gain a competitive advantage in today's highly competitive market. Which makes it imperative that you have a customer experience management software. In other words, your customers have options like never before, and you have to make a real impression if you want to maintain their business.
. The good news? If you create a flawless customer journey, you are likely to be successful. And it all starts with a great customer experience strategy.
Why are you mesooq?
- We believe in MUSOK that we are the "best option" to provide the necessary vision for the transformation project in the customer experience, as we have provided solutions to the most difficult challenges facing our customers through our team specialized in this field, through:
1. Providing comprehensive services based on redesigning all procedures and processes in order to ensure that an ideal experience is provided to the beneficiary of the services.
2. Participation in building the strategies, methodologies, and human and technical capabilities to reach the management of the beneficiary experience and its sustainability.
3. Holding internal and external workshops and with all relevant parties to understand, evaluate, determine the steps and develop the necessary strategies.
4. Providing and developing appropriate tools and mechanisms for measuring and forecasting, and defining indicators to measure customer experience performance.
- MASOOK has a team with an insightful vision and deep knowledge in the field of customer experience management that understands its reality, its determinants, variables and challenges, and what works in it in terms of practical ideas and what does not succeed, as its team has developed many projects in this sector, as well as through the available knowledge base, we are confident. This is entirely from our understanding and knowledge of the nature of the project and its outcomes.
- In MASOOK we see ourselves as partners for our clients, we provide distinct and meaningful insights to help develop performance and improve customer experiences based on extensive consulting experience supported by a team of specialized experts who have the necessary experience and competence in the field of transformation management in the customer experience.
Inspiring executives, stakeholders, employees, and partners working within the company or organization to place the interest of customers at the core of everything they do and build a culture centered around beneficiaries is of utmost importance. Our project implementation team includes coaches with certifications as being the most inspiring in their field which is critical to the success of this type of project.
Transformation of the customer experience is a process of change that is difficult to achieve and maintain, and without the passion that serves as the fuel of perseverance, it will be impossible to spread the culture of change or succeed in its leadership. Passion in all aspects; In analysis, in motivation, in design, in communication, in cooperation and last but not least when delivering. In sum, we can say that the customer experience is the science and art of fueling passion, and this is what distinguishes the project implementation team in Masouk.
- The advisory and administrative team in MASOOK works to implement the tasks of a project to build and operate the transformation management in the customer's experience based on a specific work methodology whose stages sometimes differ according to the requirements of the project and the enterprise that owns the project, and the methodology of work in carrying out the tasks depends on the stages listed below:
Define requirements and scope of work and inform the project
Define the customer experience excellence department's vision :
- Activating the Customer Excellence Department and developing capabilities
- Analyzing and measuring current customer experience
- Improving the customer experience
- Developing criteria and indicators to measure customer satisfaction and service quality
- Accreditation and closure