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Paving a way for your organisation to build meaningful interactions and connections with key customers.
Building a good customer experience does not happen by accident. It happens by design.
Clare MuscuttLooking for clarity on how to embed customer-led thinking?
Want to gain access to key people in the decision making process?
Want to build differentiated, long-term relationships that offer shared value?
Most organisations recognise the need to have more meaningful interactions and connections with their customers.
Even with a high-level vision of customer engagement and an investment in digital and omnichannel training, companies remain unclear how to embed customer-led thinking, access key people, and ultimately build differentiated, long-term relationships of shared value. This often leaves organisations feeling stuck between traditional approaches and the promise of the new.
What’s commonly missing is a focus on the organisational philosophy and mindsets that must change. The fundamental purpose of engagement demands a complete rethink from the customer’s perspective, to understand what it would take to encourage them to initiate interactions with you.
Rubica’s programme starts by defining what great engagement means for your customers, challenging basic assumptions about how and why you need to engage. A holistic view across organisational thinking, structures, processes, and capabilities generates a tightly prioritised plan to ‘unstick’ efforts to improve access and engagement whilst still complementing your existing omnichannel and digital skill development.
Supported by the plan, leaders can then make informed choices about what interventions are most likely to help their people unlock opportunities and build stand-out relationships that are as valuable to customers as to the business.
To find out more about our work in customer engagement, contact us by clicking the link below.
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