Customer behavior has shifted. They are now sharing more information, being more vocal, creating more content, supporting other customers more than ever before, and they are doing this through emergent social and collaborative technologies like Facebook, Twitter, video, review sites, blogs, community platforms, and mobile devices. Understanding how this hyper-connected and collaborative customer expects your company to interact with them is critical to the success of your business. Creating a collaborative relationship with customers that is based on trust, mutual benefit and value, and a consistent experience will create the foundation for long-term business success and world-class customer experiences.
How We Can Help You
We work with clients on their strategies and initiatives to get more from every point of customer interaction. By defining how to leverage the customer relationship through the development of a social CRM strategy, to technology selection and change management processes, we will help you to identify the best solution.
- Full social customer strategy development
- Social customer maturity assessment and audit
- Risk assessment and team structuring
- Competitive analysis
- Governance development
- Retainer-based advisory engagements
- Technology assessments and recommendations
- Custom projects
How We Helped Our Clients:
- A world and industry-leading design company hired Chess to develop a customer engagement strategy and reach out to new markets. Our insights help them to grow their Facebook page by 400% and maintain market-leading dominance.
- A chain of luxury hotels needed help to align its online and offline customer service strategy. We provided a strategic and tactical plan that anticipated, met and exceeded their customers’ expectations.
- A well known luxury travel consortium engaged Chess for six month advisory engagement where we played an integral role in shaping their future customer strategy including technology and strategy recommendations as well as competitive analysis.
Contact us to find out how we can help your organization leverage customer collaboration to solve your business problems and experience peak business performance.