Where operational excellence and customer experience meet
The secret to delivering effortless customer experiences across all touchpoints? Removing friction for customers and employees.
Here’s the hard truth: your customers don’t care about ‘wow experiences’. Above all else, they want you to be easy to work with. In other words, they crave ‘effortless experiences’ across all touch points: from website to customer portal to interactions with your service team. And your employees? They want the exact same thing.
At delaware, we firmly believe that operational excellence is the key to unlocking effortless experiences across all touch points. Equip your marketing, sales and service teams with intuitive tools, processes and technology to help them satisfy customer needs.
The first step towards effortless experience?
Minimizing friction for both your customers and your employees by ensuring that your company’s technologies, tools and processes are perfectly aligned. This will result in both business value and customer lifetime value.
Defining your transformation priorities
Unlock effortless experiences with our agile approach, which is based on two fundamental principles:
- offer easy and personalized interactions to customers and users.
- provide employees with the technologies, tools and processes they need to make this possible.
Based on our analysis, we define a road-map towards long-lasting transformation, loyal customers, and sustainable growth.
To give their customers a better experience, many companies are providing a variety of channels and applications. However, this approach only works when:
- login in across channels is frictionless
- finding and retrieving relevant information is easy
- getting in touch with the company is effortless
The common thread? Ease of use. Which can only be achieved by making data easily accessible across departmental boundaries.
An agile approach toward sustainable growth
Embark on your ‘effortless experience’ journey by identifying your pain points in three easy steps:
Developing a plan
Next, we develop a realistic plan that boosts operational efficiency, employee experience, and customer experience. The goal? Sustainable results in the form of higher customer satisfaction (Net Promoter Score), lower customer frustration (Customer Effort Score), lower employee effort (EES) and higher employee satisfaction (EPS).