In many sectors (particularly those that are service-oriented), customer experience is the one area in which companies can seek to differentiate their offerings. Commoditization around product / service, price, and place have driven this reality.
 

As such, companies need to optimize the experience their customer receive / perceive receiving; from processing efficiency to channel variety, policy flexibility to service level differentiation, customer experience comes in many shapes and forms, all of which when taken together play a key role in determining the depth and length of customer relationships.
 

With our customer experience-related service offerings, we help companies transform the way in which they are perceived by their clients, driving a shift from being seen not as commodity service providers, but rather to being seen as trusted relationship managers; we go beyond the “soft emotional stuff” in this transformation, focusing on driving a transformation that is moreover about generating tangible positive bottom line results.

Total Customer Relationship Loyalty Program Design
A service around designing a loyalty program that drives behavior change across the entire customer lifecycle, to ensure maximum realization of objectives beyond just customer retention and customer satisfaction (such as cost reduction, margin uplift, etc.).
Customer Experience Transformation
A service around transforming the customer experience of various stakeholders across their respective lifecycles, in order to ensure optimal and consistent interactions that collectively drive a positive impact on the bottom line.
Channel Migration Strategy Design
A solution that determines the specific interactions of various customer segments that should be migrated to alternative channels, in order to not only drive down operating costs, but maximize customer value-increasing efforts.
Customer Experience KPI / Monitoring System Design
A service that enables companies to actively monitor performance against targets around key interaction areas that drive the overall customer experience, allowing for timely actions to be taken when needed to improve performance
Segment-Specific Treatment Differentiation
A service around designing and bringing to life customized segment-specific treatments for various customers, to ensure the experience is differentiated and optimal for those who individually have a greater impact on the bottom line vs. the mass.
Customer Experience Culture Change Management
A service around transforming company and employee culture, to ensure it is aligned with the desired experience to be delivered to customers, being a driver of change rather than a barrier to change.
Designing a Multi-Tier Customer Loyalty Program

For one of Turkey's largest hotel chains, we designed a unique customer loyalty program, one which was offered in several tiers, providing a variety of benefits to different target segments.

Revamping a Real Estate Sector Loyalty Program

For one of Turkey's largest real estate companies, we redesigned the existing loyalty program around its benefits and payout ratios, driving significant re-engagment with the program.

Enhancing a Real Estate Sector Loyalty Program

For one of Turkey's largest real estate companies, we developed a referral program component as an add-on to the existing loyalty program, turning its tenants into a proactive sales force for the company.

Designing a Multi-Company High Value Customer Loyalty Program

For one of Europe's largest holding companies, we designed a high-value customer loyalty program, aiming to reward customers who use various companies of the holding (including hotels, automotive companies, retailers, gas stations, etc.) - the program was a first of its kind in the market it was designed in.

Enabling Dynamic Pricing Practices

For one of the world's largest white goods manufacturers / retailers, we designed a dynamic pricing model that helped the company determine at what price to set its goods based on season, competitor prices, regional market conditions, etc.

Designing a High Value Customer Loyalty Program

For one of the world's largest white goods manufacturers / retailers, we designed a loyalty program aimed at their high-value customers, rewarding both value and tenure, as an add-on program to an existing mass loyalty program.

Developing a Customer-Centric Management Practice

For one of Europe's largest automotive manufacturers, we deployed a program aimed at coaching regional management across Turkey, so they in turn would be able to conduct training across the country aimed at improving customer service levels.

Driving Service Consistency Across the Dealer Network

For one of Europe's largest automotive manufacturers, we deployed a program aimed at standardizing the level of service provided across the company's dealer network in Turkey; numerous events and activities were conducted to this end, with a significant lift in customer satisfaction scores realized post-project completion.

Enabling a Customer Experience Performance Measurement Practice

For one of the MENA region's largest quadruple players, we designed a customer experience KPI dashboard, for enabling the company to gauge and take action on problematic areas affecting the customer experience.

Designing the Optimal Customer Experience

For one of the MENA region's largest quadruple players, we assisted in the transformation of the consumer and enterprise customer experience, via identifying pain points and recommending improvement areas across the customer lifecycle.

Guiding Customer Experience Transformation Efforts

For one of the MENA region's largest quadruple players, we established a project management office for overseeing the customer experience transformation of the company, with over a dozen various streams coordinated through the PMO.

Loyalty Programs Gone Right – Constructing the Utopian Loyalty Program
As a follow-up to a prior article around loyalty programs gone wrong, herein we define what a utopian loyalty program would like (one which not only satisfies members, but more importantly, has a positive impact on the bottom-line), while highlighting some best-in-class programs that have got it somewhat right…
Social Media Strategies – Twitter Follower Relationship Management
With a significant percentage of B2C companies well established at this point on Twitter, it’s due time they take steps to better understand and take actions around their followers – Follower Relationship Management (FRM) is a method for doing so…
How Much is Too Much? Getting it Right With One-to-One Communications
Overwhelmed by how often companies you have a relationship with get in touch with you? You’re not alone – companies have lost all control around how frequently they are communicating with their customers. It’s due time they take a look at their communications practices and make amends…
Effective Channel Management Strategies – Segmenting the Channels
Channel analytics, the often neglected sibling of customer analytics, presents significant opportunities for companies seeking to better their channel-related performance, especially those in industries with large distribution networks (such as financial institutions, telecoms operators, retailers, automotive distributors, etc.)…
SMEs and Churn – 15 Key Factors Driving Them Away From Operators
At the heart of any mobile operator’s marketing department efforts is the goal of driving down churn. A segment that is relatively ignored by telecoms – small to medium enterprises (SMEs) – have their own unique set of reasons for churning, reasons which need to be explored then addressed with the right solutions. In this article, we highlight the key 15 factors which drive SMEs to churn…
Designing Best-in-Class Loyalty Programs – Getting the Benefits Right
Possibly the most important aspect of a loyalty program is its benefits. Be it lack of vision, lack of creativity, or plain old laziness, many companies take the easy way out and offer cookie-cutter benefits through their loyalty programs. The ones that are best-in-class don’t, offering benefits that not only succeed in satisfying the customer, but in changing the company’s bottom line…
Handset Purchasing Customer Experience – Optimizing the Retail Sales Cycle
While many telecom operators undergo customer experience transformation engagements, many fail to take into particular focus one specific part of the customer experience – the handset sales cycle. Not only is this area a particularly lucrative one for telecoms, but it also is one that allows for stronger bonding with the customer…
Channel Migration Strategies – Matching Customers to the Optimum Channels
As the number of channels which a company can service its customers through has proliferated over the years and will likely continue to, strategies need to be developed that turn into actions aimed at shifting certain customers to certain channels, in order to best optimize the cost of servicing customers vs. the level of service they receive through different channels…
‘Context Mining’ To Go Beyond Customer Needs in Telecommunications
As telecom product and service offerings are increasingly becoming commoditized, telecom companies need to offer their subscriber bases more than just communications solutions. This homogenization of offerings necessitates telecoms to differentiate themselves, which can be done through understanding the lifestyles of their subscribers and adapting offerings to cater to these lifestyles – which brings us to the fairly new concept of ‘Context ...
Utilizing Analytics to Customize & Optimize Retail Networks
Location, location and what was the third? Although location is known to be the key ingredient for success in retail, it is not the only criteria in driving sales. Often, the wrong combination of employees, lack of local marketing and various other factors can diminish returns on investment in a premium location…
Stopping Churn in Its Tracks – Proactive Retention Strategies for Mobile Operators
While almost every mobile operator has a reactive retention strategy in place for preventing subscriber churn, few have developed proactive retention strategies for doing so, failing to benefit from this practice proven to stem the tide of customer loss…
One Size Does Not Fit All – Customizing Retail Chain Sales Points
One of the factors that has helped make the retail chain concept so successful globally is that customers are ensured a similar level of service, access to similar products, and a standardized level of quality, regardless of which of the retail chain sales points they visit. Customization provides an opportunity to make this concept even more successful...
Loyalty Programs Gone Wrong – Ten Common Mistakes to Avoid
While it’s not rocket science, designing an effective loyalty program is much harder than it appears. Even the most lauded companies have deficiencies in their programs, deficiencies which can make or break it…
Service Done Right - The Best of the Best
Best-in-class companies go out of their way to cater to their customer base, using service as the key differentiating factor in trying to win them over...
Making it Right - Problem Resolution for High-Value Customers
Nothing makes or breaks an existing relationship with a customer like a problem handled effectively or mismanaged. How high-value customers are treated during a problem resolution process is of the utmost importance in hoping to retain them…
Business Intelligence 2.0 – The Hidden Treasures in Cell Tower Data
A new and unconventional means for learning about one’s customers, cell towers capture unique information that can be used in groundbreaking manners by any mobile operator to better serve, market, and sell to its customer base...
Retail Loyalty Programs – Tapping Into Their Hidden Benefits
From supermarkets to electronics stores, gas stations to coffee shops, loyalty programs are abound in the retail sector, and flourishing more than ever. But it’s the rare retailer that has truly tapped into the value lying within the program’s customer-related data…
Improving Processes in the Service Sector – Going Beyond Efficiency and Quality Uplift
Traditionally, efforts around improving processes in the service sector have had at their core the end goal of reducing operational expenses while maintaining or improving service quality, focused on driving efficiency in certain day to day business activities...
Outlier Analytics – Learning From Those on the Fringe
While most companies focus their business intelligence efforts on the masses, those few examining outliers (consumers who don’t exhibit expected behavior) are finding hidden gems of information they are using to develop new offerings…
The Under-Tapped Banking Consumer Segments of the World – SMEs
The third and final in a series of articles aimed at identifying strategies that banks should follow for tapping into the potential value certain consumer segments hold for them…
Why Recreate the Wheel? Using Best Practices in the Workplace
Many a company aspiring to be a trendsetter or market leader like an Apple or a McDonalds doesn’t have to be as innovative as them to succeed in their respective sectors / countries – they just need to learn (and borrow liberally) from the best…
The Under-Tapped Banking Consumer Segments of the World – Ladies
The second in a series of articles aimed at identifying strategies that banks should follow for tapping into the potential value certain consumer segments hold for them…
The Under-Tapped Banking Consumer Segments of the World – The Youth
The first in a series of articles aimed at identifying strategies that banks should follow for tapping into the potential value certain consumer segments hold for them…
Aligning Employees Around Delivering Best-in-Class Customer Experience
Customer – employee interactions are the very backbone of the customer experience. Employees dedicated to serving the customer base deepen the overall company – client bond; indifferent employees providing poor service drive consumer and value loss, damaging the company in a way that is often irreversible. Companies need to align their employees around delivering the best possible customer experience possible…
Small Business Loyalty Programs - Giving Back to the Oft-Ignored SME Segment
For too long, the SME segment has been underserved, with companies doing little to cater to the needs of this extremely important and valuable group of customers. Some companies have begun to take heed, launching loyalty programs customized for this segment across numerous different sectors…
Wondering What Lies Ahead? The Power of Predictive Modeling
From telecoms to finance, e-commerce to government, predictive models are being utilized across various sectors to tackle all kinds of business problems. Companies that have yet to benefit from this practice need to examine the ways in which they can do so...
Enabling Cross-Selling Across Group Companies By Centralizing Data
How about making an extra $500 million in two years time with what you already have? Central data hubs and data marts have generated significant benefits for group companies that have utilized them. More and more group companies in the Middle East are taking heed and are launching similar initiatives to reap the benefits...
'Occasional' Customer Segmentation - Uncovering Hidden Truths About Customers
As traditional customer segmentation has become blasé, with occasion segmentation the hot trend, it’s a hybrid model of the two - 'occasional' customer segmentation – that companies seeking to “be there” for their customers need to examine...
The Social Media Buzz – What’s It All About?
The proliferation of online communities in the form of social media is one of the most noticeable trends on the web over the past several years. Not only has it redefined what the internet means in terms of its value offering, but has also become an indispensible element of a given person’s daily activities...
Segments of the Middle East – Small and Medium Enterprises
The last in a series around the most common and important market segments observed in the Middle East and strategies & tactics to acquire and serve them effectively…
Beyond the Customer Lifecycle – Catering to Customers When They’ll Most Appreciate It
While many a company takes into consideration the customer lifecycle when designing their customer experience strategies, few consider that they need to cater to the needs of customers during transitional lifestage moments or spontaneous events...
Consumer Segments of the Middle East – The Youth
The third in a series around the most common and important market segments observed in the Middle East and strategies & tactics to acquire and serve them effectively…
Consumer Segments of the Middle East – Leisure and Business Visitors
The second in a series around the most common and important market segments observed in the Middle East and strategies / tactics to acquire and serve them effectively…
Consumer Segments of the Middle East - The Expat Community
Market segmentation is a relatively common practice, executed over and over by most leading companies around the world, conducted in order to understand the needs of different segments and target them effectively...
Eyes Wide Open - Competitor Intelligence Practices
According to a study by the Society of Competitive Intelligence Professionals, about 90% of the Fortune 500 companies in the US are conducting competitive intelligence activities...
Optimizing the Customer Experience to Drive Customer Retention
Companies need to realize the single greatest asset they have aside from their product or service portfolio are their customer-facing employees, and, accordingly, ensure they are equipped and measured in the best manner possible to satisfy customers to the greatest extent possible...
10 Tips for Establishing a Successful Test & Learn Environment in the Retail Industry
Decisions about discount rates, product bundles, offers, changes in the store design, process changes and various other investments are part of daily challenges retailers face with every day. For most companies, unfortunately, the “gut feel” is the main driver for many of these. While the value of experience and expert opinion is unquestionable, sentences starting with the phrase “I think…
Effective Loyalty Programs - Keeping Costs Under Control
The third in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
Effective Loyalty Programs - Recognizing & Rewarding Most Valuable Customers
The second in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
Customer Retention During the Downturn
In light of the deepening economic crisis and its effect on churn behavior, retail banks need to revisit their retention strategies and revise their tactics so they reflect the new reality in the marketplace...
Effective Loyalty Programs - Changing Channel Usage Behavior
The first in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
Your Customers Are Changing, Are You Following?
The economic downturn is having a substantial impact on the needs, preferences and behavior of customers. Companies need to tap into their customer intelligence to ensure they adapt as well to these changing conditions...