Growth Strategy
- Overview
- Market Opportunity Assessment
- Strategic Planning
- Operational Planning
- Business Plan Development
Product Strategy
- Overview
- Brand & Product Positioning
- Product Innovation
- Product Portfolio Optimization
- Price & Offer Stucturing
Customer Experience
Marketing & Sales
- Overview
- Marketing & Sales Effectiveness Audit
- Go-To-Market Strategy
- Marketing Planning & Programs
- Sales Planning & Enablement
Customer Experience Strategy
“A 1% increase in customer loyalty can result in a more than a 3% increase in market capitalization.”
— National Quality Research Center
Your customers’ expectations are changing. They want seamless service with the convenience of interacting when and how they want. Gaps in your customer experience are impacting satisfaction and retention rates. Meanwhile, your competitors are picking up the pace, investing in technologies and services that may be game changing.
Go Beyond the Product—Deliver a Better Experience
Customer experience is your customers’ perception of their interactions with your company. Any interaction a customer has with your company drives satisfaction, loyalty, and willingness to promote you to others.
Catalyst Strategies helps unleash opportunity for growth by creating a competitive advantage via a differentiated customer experience. We focus on all touch points, beginning with brand awareness and continuing through purchase, enrollment, service and support, and retention activities. We address the experience of buyers, influencers, channels and business partners.
Definition of Customer Experience Leadership
Catalyst Strategies helps clients develop winning customer experience strategies. A critical issue in creating or improving a customer experience is that it can’t be owned by any one person in a company. As such, the work is highly dynamic and cross-functional. We work with teams across the organization to focus on all types of interaction with a company, from sales process and onboarding to servicing and customer satisfaction tracking. We work with clients to ensure that the organization is aligned and business is poised to transform the customer experience.
Customer experience is differentiated by quality of interaction (QI) and quality of
transaction (QT). QT is focused on what transactions the customer is able to complete,
when and how they want. QI is focused on how the transaction is completed, and the
nature of responsiveness from your company (static, interactive, or proactive).
Delivering superior QT and superior QI Is key to building customer experience leadership.
Customer Experience Strategy Approach
The Catalyst Strategies approach includes the following:
- Analysis of the attitudes, needs, and actual behavior of the customer
- Assessment of where to focus our clients’ efforts to improve the experience
- Identification of “moments of truth” or those interactions that define the relationship between the company and the customer
- Coordination among the customer service, product, technology, sales, and marketing teams to build a vision and define priorities for moving forward
We work collaboratively across your organization to define and achieve the key elements of a customer experience strategy.
Catalyst Strategies delivers more than just the strategy. We also work hand-in-hand with internal teams and vendors to build a robust customer experience plan and business case to achieve our client’s desired transformation, as detailed in our Customer Experience Program Planning overview.
A Customer-Centric View
We help you view your company from the customer perspective, providing real market feedback on all touch points to the marketplace. We help tighten response times, streamline processes, and create efficiencies to lower the overall cost of sales and service.
Contact Catalyst Strategies
if you see customer experience
as a way to differentiate and win in the marketplace
and are ready to build the plan to get there.