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CUSTOMER CENTRICITY AND SERVICE DESIGN
It seems obvious that the product or service we make is intended to satisfy the needs of our clients. But how much effort to we put into understanding how well we actually serve the client, whether their needs are met and how will their experience be remembered? It’s the knowledge critical for our business success. So why not building a system around it?
Winning companies are not only obsessed with customer satisfaction, they combine it with robust customer-centric operating models.
OPERATING MODEL DELIVERS CUSTOMER EXPERIENCE, NOT YOUR PRODUCTS
Modernizing the Business
Voice of the Customer
Happy customer is happy to pay and is happy to refer your service to people in their network. There is always a lot of thinking and hard work behind a smile of a happy customer. Investment into the good memories about encounter with the company is one of the best investments it can make.
WE USUALLY START WITH EVALUATION
of the business model from the client’s perspective
DEFINING THE CRITICAL CHECK POINTS AND REDESIGNINGthe processes with focus on improving every aspect of client’s experience. It is a fascinating and eye-opening journey we recommend to everyone who places the customer in the center of their business strategy.
Outputs
Consolidated insights and independent feedback about your business based on the voice of customers
Action plan for changes
Customer journey design for different scenarios and different archetypes
Implementation support
Service blueprint design
Outcomes
Customer retention rise up to +40%
Enhanced ability to use customer specific knowledge (needs, problems, trends)
Customer satisfaction average improvement +35%
Cross-selling and up-selling increase up to +30%
You can find information on practical cases here
You can test what our clients feel when starting their journey with OD&D by just filling the contact form below.
Client always has a choice, just like you do.
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