Customer Experience Management
Customer Experience improvement has been an important initiative for most executives for the past few years with minimal to average improvement at best. Financial institutions are still tracking a sub zero NPS score whereas the global benchmarks such as Apple and Google are well above +50.
At Intuit we help clients analyse the underlying issues in their customer journeys, processes and technological capabilities which add up to helping them successfully provide the desired customer experience.
- NPS/CXI surveys – Customised or syndicated
- NPS/CXI Analysis and roadmapping
- NPS/CXI action planning & execution
- Deep-dives into specific facets of the customer journey such as Website, mobile app analysis and contact centre analysis.
Customer Retention
While customer experience helps with stickiness, organisations have to focus on retaining their valuable customers who have a tendency to switch providers for a variety of reasons such as pricing, features, experience, service etc.
Intuit helps its clients unearth the key issues and help fix them through analysing trends in their customer behaviour before exit and working with the various stakeholders to fix issues based on priority and resolution time.
- Customer Retention/Attrition analysis
- Strategy / Roadmap
- Action Planning and execution
- Orphan management (for insurance firms)
