The Senteo Customer Experience Diagnostic

This first step in new client engagements allows us to map the current state of a client organization and also analyze opportunities for immediate benefits.

This standard six-week project is designed for companies that wish to create an experience-based business that leads to greater profits in today’s fierce competition.

While most companies use price-based or product-based strategies to gain market share, Senteo advises its clients to design, build, measure, and manage highly differentiated and profitable models that capture and nurture customer relationships.

Senteo delivers value by combining proven international implementation expertise and a holistic methodology. The result: Greater appeal to retail customers, customer loyalty, business sustainability, and profitability.

The Diagnostic includes a complete review and tactical recommendations in these areas:

  • Overall retail strategy, goals, and key performance indicators
  • Customer segmentation approaches
  • Customer loyalty and retention
  • Product offerings, pricing, and profitability
  • Distribution channels and planning
  • Operational model effectiveness (front, middle, back office operations)
  • Customer touch point quality and effectiveness
  • Brand and communications
  • Branch/store network “experience” audit
  • Sales and service culture effectiveness
  • Personnel development and motivation
  • Project planning and resource assessment
  • Quick-win recommendations and tactical implementation plans

In addition to the above-listed areas, your bank can use the Customer Experience Diagnostic as a benchmarking tool to compare the organization’s current state to international best practices in customer experience, loyalty, relationship strength, and profitability.

Sometimes referred to as a “health-check”, the Diagnostic is a multi-faceted, results-driven first step towards building a solid foundation for future development and an action plan of activities that should generate immediate results.

For further details, contact us.

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