PHRONESIS STRATEGIES

30/04/2021

Put aside the pandemic for the moment, Patients, at least in India, have always struggled in accessing easy and convenient medical care. Thankfully, today’s technology can dramatically change this scenario. Leveraging and , can now provide superior ( ). Here is a Use Case for WhatsApp for Hospitals.

When the 2nd wave of Covid-19 is striking us hard, the need for easily accessible information and systems at our fingertips – right from Bed availability in Hospitals, Oxygens, Ventilators, Injections etc. has surfaced.

27/03/2021

Vyom Shah's take on some of the frictions in Amazon's journey that are hindering it to deliver a full 5-star and what these incumbents can learn from startups like bigbasket.com who has devised some simple yet powerful solutions.



https://lnkd.in/e8eEWMA

Lot of startups and companies I interact with say that they would want to create a 5-star Customer Experience like Uber and Amazon. While that’s a good thing that more people are realizing the importance of CX, I won’t say that Amazon delivers a 5-star experience, at least not yet.

18/02/2021

For a successful ( ), one needs a successful ( ). Here are 6 Hacks to improve your EX:

1) Design superior On-boarding process: Attraction, Hiring & Onboarding stages should be Simple, Easy & Seamless
2) Give them a Voice - Be open to ; While customers report on symptoms, Employees can uncover root causes
3) Productive Environment - Flexible, Good Physical environment - Workspace, Set up right , Meaningful Work, Aligning employees with
4) Empower Employees to Succeed - Create , Design & Long-term paths, Assign Mentors, Growth Opportunity,
5) Invest in Learning - Use and in L&D (Learning & Development), Train them to be - Create Playbook etc.
6) Provide Inspirational - Pick your leaders carefully, Encourage Transparency - Robust Internal

27/01/2021

It was an honor and privilege to talk on at Rödl & Partner India meet. It is sheer joy to see how not just B2C startups but even B2B Professional Services firms are delving into .

19/01/2021

Apart from the basic principles of , here are some cost-effective ways that Small Businesses can follow to deliver better

1) Actively listen to your Customers - Ask for Feedbacks, Observe Customers 'in the field' - 'Shop Along' with real customers
2) Maintain a Customer Dairy - Record their needs, wants, issues, taste, behaviour etc.
3) Ask your Employees - While customers often report on symptoms, employees can help uncover root causes
4) Give Customers Choice - Enable them to control decisions about what, how and when they want
5) Ensure a Quick Response Time - throughout the journey - Enquiry, Sales, Delivery, After-sales
6) Provide Real-time Status updates - Leverage CRM, Messaging tools
7) Handle complaints effectively - Rectify mistakes, Apologize, Offer alternatives
8) Train your employees to be Customer Centric - Create Customer Interaction Guidelines
9) Introduce Loyalty Programs - Rewards to incentivize customers
10) Build an emotional connection - Personalize services, deliver 'WOW' moments

11/01/2021

Confused about ? Have a sip of our refreshing Cocktail.

: Net Promoter Score: How likely a customer is to recommend a product or service to others?

: Customer Satisfaction: How satisfied customers are with your Org's products & services?

: Customer Effort Score: How much efforts did customers need to put in for a transaction / journey?

: Customer Lifetime Value: Prediction of Net Profit attributed to entire future relationship with a customer

: Return on Experience: How much value did your CX efforts create?

: Customer Attrition: How many customers have stopped using your products or services?

: Cost to Serve: How much did it cost to serve Customers?

: First Call Resolution: No. of customer support queries successfully resolved first time

: Word of Mouth Index: Measures both positive and negative Word-of-Mouth

: Avg. Handle Time: What was the Avg. duration of the entire customer call transaction?

: Avg. Speed of Answer: How much Avg. time did customers had to wait before calls got answered?

: Goal Completion Rate: No. of users who completed a specific goal

: Conversion Rate Optimization

06/01/2021

Spark up your knowledge with our refreshing glass of Cocktail

= User Experience is sub-set of CX and is a design process (typically linked with digital products) that focuses on interaction between users (humans) and the business

= Employee Experience encapsulates what employees encounter and observe over the course of their tenure at an organization

= Customer Delight happens when you surprise a customer by exceeding expectations. When expectations are met, you have

= Friction is any step in the customer's journey that makes it difficult or incoherent to search, buy, use, get support with etc. a product or service, and makes the experience substandard

= Customer Experience Management is an inter-departmental effort to understand customer sentiment throughout the entire customer journey, and act on that intelligence to deliver improved experiences

= Voice of Customer refers to customers’ feedback about their experiences with and expectations for products or services

= Also called as User Journey Map, is a visual representation (usually in a flowchart form) of the step-by-step flow customers have to take to complete (& repeat) their transactions across touchpoints, and reflects customers' perspectives and language and focuses on their needs and objectives

= Placing the customer at the center of business strategy, focusing on customers and their experience rather than on sales

= Channels of engagement with customers - Eg. Website, Mobile App, Social Media, Email, SMS, Phone Call, In-person, In-store, Print, Event etc.

= Customer Experience Design or Customer Journey Design, is the process to optimize CX at all touchpoints across the customer lifecycle, and encompasses every interaction the customer has with a business

= Refers to any interaction during which a customer may form an impression of your brand or product, either positive or negative

= Refers to degree and depth of ongoing interactions (through various online or offline channels) and emotional connection between customers and business. Unlike Marketing which is typically unilateral, Customer Engagement is a two-way process where businesses involve customers at various steps, sometimes even for product building.

= Refers to creating moments of experience that are above and beyond customer's expectations, and makes them say 'WoW'!

= Variety of channels/ touchpoints that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another

= Unified View of Customers refers to one integrated system, as opposed to siloed, which contains extended profile information in terms of demographic, sociographic, psychographic info, historical transactions, complaints, needs etc.

= A fictional character created to represent a customer segment and their typical profile, behaviour, need etc.

02/01/2021

Don’t just serve your customers, truly love them and make a difference by designing a worth talking about.

26/12/2020

As they say a great can make a customer for life, so choose your pillars wisely!

24/12/2020

Merry X'Mas and Happy New Year!!

19/12/2020

Creating a good doesn’t happen by chance, it happens only by carefully crafting every step of the

14/12/2020

By redesigning Customer Journey, Qantas streamlined its processes and improved Customer Experience, resulting in increase in Net profit from AU$ 853 million to AU$ 980 million in 2018.

Wish to learn more about how you can level-up your CX game? Contact us on [email protected] or visit our website - https://buff.ly/3lVzh5v.