Our manufacturing clients understand that customer loyalty depends on more than just product features, quality and price. How is the product supported before, during and after delivery? Who are all the “agents” of product support and how effective are they? What role do digital tools and resources play in product utility and value? How do competitive offerings influence customer expectations and requirements?
We work with our manufacturing clients to help them understand the most important experiences occurring across the entire customer journey and at every channel touchpoint of the experience delivery system. Once we’ve delivered insights on which of their customer experiences are most damaging to loyalty and economic return, we assist them in designing holistic customer strategies that align go-to-market decisions with customer value and competitive product positioning.
AREAS OF EXPERTISE
- Data services and high tech