Today’s empowered customer wants more than a great product or price — they expect seamless, omni-channel experiences that give them what they want, when they want it. To deliver, organisations must create loyalty by evolving their go-to-market model to be more customer-centric and technology-enabled, providing value at the “moments that matter”.
What EY can do for you
It’s undeniable that customer expectations are evolving at a staggering rate, and organisations need to be a step ahead of these changes. Core to this transformation is marketing – which plays a key role in keeping a finger on the pulse of the customers, redesigning your value proposition and optimising the marketing mix of products and/or services for today’s customer. To set this function up for success, investment in new capabilities across digital, content and channels is critical, so that you can deliver real-time personalised experiences at scale along the customer journey.
At EY, our teams can help you prioritise the "moments that matter" most to your highest value segments, and understand the financial implications of your channel mix, supporting you to achieve your customer aspirations and help deliver a return on marketing investment.
Creating sustainable growth is a challenge many businesses face, especially with stagnating or shrinking markets, exhausted cost efficiencies and poor-performing departments. To stay competitive in today’s marketplace, businesses need to build trust, nurture relationships and improve commercial excellence. And EY can help your organisation do just that, while also focusing on growth.
EY will work with you to improve channel sales effectiveness by reviewing your core channel economics, to reset your strategy and help ensure sales operations are aligned to your highest value segments and opportunities. Often, this involves streamlining and automating workflows to ultimately unlock frontline capacity.
The heart of an innovative customer service strategy is more than just a product, price or feature. It’s a trusting relationship — one that’s difficult for your competitors to copy and impossible to steal. When transitioning to a truly customer-centric business model, you must treat every customer as an individual with unique wants, needs, dreams and goals.
EY can help you shift service from a cost center to a value center, improve productivity and help develop a tailored service strategy including an optimal cost structure that blends digital, innovation, right-sourcing and consolidation. Through effective implementation, this helps to increase your revenue from sales to service, enhancing both the customer and employee experience.
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