PROJECT OUTLINE

• In a context where customers are more and more autonomous, informed and demanding, the customer experience is becoming even more important in the purchasing factors and processes.
• The challenge is to reduce the dependence of commercial performance on the product alone, which is a real breakthrough for a B2B industrial player.

PROJECT APPROACH

• Definition of the job description and missions of the Customer Experience Ambassadors in each country and creation of the associated roadmap on three levels of maturity: basic, intermediate, and advanced.
• Creation of an evaluation questionnaire to assess the level of maturity of each country and understand their level of ambition, administered to the N+1, on four main pillars: Customer Journey Mapping, Preferred Brand, Voice of Customer and Employee Engagement.
• Creation of a toolbox with summary sheets and more detailed tools (NPS, Customer Journey Mapping, role-playing cards to “raise the awareness”, employee satisfaction survey, “close the loop” process, good interviewing practices, ExCom template, etc.)

RESULTS

• Writing of several pedagogical and ready-to-use guides and tools to be deployed.
• Implementation of KPIs for the Customer Experience Ambassador in each country.