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Enhancing Customer Journey & Service Processes

We use data & facilitation methodologies to draw alignment with stakeholders to reach excellent service transformation

Enhancing Customer Journey & Service Processes

We use data & facilitation methodologies to draw alignment with stakeholders to reach excellent service transformation

Having a good customer experience and journey is an important foundation of any good organization. To firmly undergird this foundation, it is essential for us to properly understand the needs of the customers to craft their experience, and to have good customer journey mapping.

Design Thinking Allows Us to Craft Unique Customer Experience

Through our proprietary design thinking methodology, we are able to step into their shoes and empathize with them, understand and define their challenges, ideate creative solutions, and prototype and test these solutions. 

Customer Mapping Services Take A Unique Approach

Every business is unique in its model and strive to meet different business objectives. As such, every customer journey is unique in each organization.

We partner our customers to identify key service processes that we can help refine and embed the service behaviors. We use variable tools like touchpoint mapping, service blueprinting and flowcharts to capture the challenges that the staff and customers face, whilst devising innovative strategies to address these challenges.

Our Success Stories

Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication

Mystery audit results showed that service recovery process was tedious, and customers were confused by the differing exchange policy articulated by the staff. Our team were brought in to redesign a better service recovery process.

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Living Out A Vision Through Service Alignment

The environment is fast changing, market forces are dynamic and competition is intense, our client recognized the needs to quickly move to a desired state of their business vision. To reach this, they need perseverance, commitment and alignment in all their resources; plus, new insights to craft their service vision.

read more

Building a Customer-Centric Culture

Since 1976, our client who is a leading textbook and stationery retailer to schools, parents and students has grown significantly from a network of 29 to more than 150 schools today. With the changing environment, they also recognized the need to embrace change interventions for long-term sustainability.

read more

Journey to Service Excellence: Taking A Bold Step To Join S-Class

Our healthcare client who owns a healthcare chains in Singapore wanted to be the first chain of clinics to join the ranks of S-Class organizations. Having this goal to achieve, they took on the Customer-Centric Initiative (CCI) approach to better up their service excellence.

read more

Connect with Capelle Consulting

Our Success Stories

Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication

Mystery audit results showed that service recovery process was tedious, and customers were confused by the differing exchange policy articulated by the staff. Our team were brought in to redesign a better service recovery process.

read more

Living Out A Vision Through Service Alignment

The environment is fast changing, market forces are dynamic and competition is intense, our client recognized the needs to quickly move to a desired state of their business vision. To reach this, they need perseverance, commitment and alignment in all their resources; plus, new insights to craft their service vision.

read more

Building a Customer-Centric Culture

Since 1976, our client who is a leading textbook and stationery retailer to schools, parents and students has grown significantly from a network of 29 to more than 150 schools today. With the changing environment, they also recognized the need to embrace change interventions for long-term sustainability.

read more

Journey to Service Excellence: Taking A Bold Step To Join S-Class

Our healthcare client who owns a healthcare chains in Singapore wanted to be the first chain of clinics to join the ranks of S-Class organizations. Having this goal to achieve, they took on the Customer-Centric Initiative (CCI) approach to better up their service excellence.

read more

Connect with Capelle Consulting

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