Customer Experience Journey Mapping
We understand that the customer’s journey underpins the foundations of any good organization. As an integrated solutions provider, we are proud to provide world-class consulting services in Singapore to clients of various backgrounds, taking a unique approach. We’ve devised our customer experience consulting philosophy based on the 3 key areas:
- Heartware: For any Service Transformation to take place, changing the mindset of both the leaders and staff is key for effective change. Capelle has successfully partnered with both small & medium enterprises (SMEs) and large organizations to gain clarity of their culture. We use this clarity to draw alignment through engagement sessions with their leaders and Service champions.
Using a combination of both data and facilitation methodologies, many of our clients have gained useful insights. With our customer experience journey mapping, clients have developed clear vision and strategic thrusts to propel their organisations forward in the VUCA (volatile, uncertain, complex and ambiguous) business environment.
- Software: At Capelle, we identify and translate ‘moments of truth’. These are derived from our listening lab and customer research, then transmuted into actionable strategies that enable you to address key customer pain points. This knowledge lets you improve the customer journey or service process through mapping and consulting with us in Singapore.
- Hardware and User Interface: A mobile strategy is critical to the success of organizations in today’s business climate. Capelle has the expertise to integrate both your organization’s digital and physical touchpoints, thereby enabling you to reach out to the global business community.
Supporting the Heartware, Software and Hardware: With our Service Transformation Journey, Capelle is able to provide an end-to-end solution for your organisation. We accomplish this by bringing learning to the workplace, customizing workshops or co-developing communication strategies.
Customer Results: Outcomes are important in a Service Transformation Journey. We identify success indicators together with you at the start of each journey to ensure that your objectives are met. We have a well-established platform of measurement tools such as focus group discussions, mystery audits, customer satisfaction surveys and employee engagement tools.