Customer Centricity and Experience Support

Offering bespoke services that help organizations understand their customer better and incorporate customer-centricity into their strategy and actions

Overview

With the customer being king in the post-pandemic world, organizations are aligning their activities and attitudes around the customer. To be able to best serve the customer, organizations are not just working to improve their frontline experience but are also reimagining and rebuilding their internal teams and functions around their customer needs.

Acuity’s team of experts help organizations become customer-centric by understanding the customer requirements and identifying areas of improvement through analysis of huge data sets of customer and employee feedback. We also support organizations to align their products with the market and customer demands as well as resolve any customer challenges. Further, we also offer sales, marketing, and CRM support to enable organizations to adopt customer-centricity across all functions and departments.

Our extensive experience in research, analytics, and business transformation as well as our CX expertise makes us one of the most preferred partner for businesses looking to make a shift to customer-centric strategies across functions. Our services not only add value to the businesses but also help improve their KPIs.

Who we serve

  • Financial Institutions
  • Consulting Firms
  • Corporate Entities
  • Market Research Agencies

Support We Offer

  • Customer Experience Services
  • Strategy Formulation

    • Understanding the industry
    • Understanding the customer
    • Strategy Plan

  • Voice of Customer (VoC) Solutions

    • Planning and data gathering
    • Data Analysis
    • Reporting and Recommendations

  • Assessment

    • Outer loop closure
    • Post Implementation Assessment
    • Maintaining the Momentum

  • Voice of Employee (VoE) Program Planning

    • Questionnaire designing
    • Survey programming
    • Multiple survey tools/channels
    • Customizable survey templates
    • Designing KPIs to measure the impact

  • Employee Feedback Collection

    • Screening list of employees directly/indirectly serving the customer
    • Survey distribution across channels
    • Feedback on processes, tools, resources/people, etc.
    • Feedback on customer requirements

  • Feedback Analysis

    • Employee data analysis for all customer touchpoints
    • Analyze employee data to understand employee motivations and pain points, customer issues, etc.

  • Insights and Assessment

    • Insight generation and bespoke reporting
    • Employee feedback loop closure
    • Assessment of the EX program

  • Data Cleansing & Validation

    • Identification of dirty data
    • Validation against credible sources

  • Implementation & Migration

    • CRM selection
    • Data mapping and migration
    • Implementing and customizing the CRM
    • Maintaining and monitoring the system

  • CRM Administration

    • Central PoC for research/contact creation
    • Collaborating with CRM vendors to ensure data quality and maintenance
    • Training users, & introducing custom training material & templates as required
    • SOP/taxonomy documentation

  • Business Intelligence

    • Data mining, profiling, analytics, and predictive modeling
    • Interactive data visualization
    • Tailor-made charts and dashboards for MI reporting
    • Insight generation; identifying leads/ or sales opportunities

  • Understand the product & customer needs

    • Product feedback/review
    • Product performance analysis
    • Customer personas
    • Actionable insights based on product data

  • Strategic Analysis

    • GTM Strategy
    • Pricing analysis and benchmarking
    • Competitive product benchmarking
    • Market/product trends
    • White space analysis
    • Buyer assessment
    • Product feasibility study
    • Product market fit
    • New product response assessment
    • Product portfolio optimization

  • Implementation/Growth

    • Product growth roadmap
    • Feedback loop closure
    • Value proposition for customers
    • Growth analysis and estimation
    • New geography expansion
    • Identifying new opportunities
    • Product launch planning
    • Strategic recommendations for product enhancement/customization

  • Lead Generation and Business Development

    • Sales pursuit planning
    • Prospect research and profiling
    • Sales battle cards
    • Account planning
    • Lead generation
    • Maintaining client database

  • Media Intelligence

    • Media monitoring (news outlets, social media, websites etc.)
    • Social media analytics and reporting
    • Strategy research on marketing campaigns
    • Media trends

  • Thought Leadership

    • Thought leadership support
    • Content creation for press releases, social media and other channels

  • Client Pitch Support

    • Deep dive customer profiles
    • Customer monitoring
    • Client presentation support
    • Executive bios
    • Develop value proposition

  • Content Management and Graphics Support

    • Sales/marketing collateral support
    • DTP support - Design, Recreation and Formatting
    • RFI and RFP support
    • Content creation for website, products, communication, bulletins, etc.

Support We Offer

  • Customer Experience Services
  • Strategy Formulation

    • Understanding the industry
    • Understanding the customer
    • Strategy Plan

  • Voice of Customer (VoC) Solutions

    • Planning and data gathering
    • Data Analysis
    • Reporting and Recommendations

  • Assessment

    • Outer loop closure
    • Post Implementation Assessment
    • Maintaining the Momentum

  • Voice of Employee (VoE) Program Planning

    • Questionnaire designing
    • Survey programming
    • Multiple survey tools/channels
    • Customizable survey templates
    • Designing KPIs to measure the impact

  • Employee Feedback Collection

    • Screening list of employees directly/indirectly serving the customer
    • Survey distribution across channels
    • Feedback on processes, tools, resources/people, etc.
    • Feedback on customer requirements

  • Feedback Analysis

    • Employee data analysis for all customer touchpoints
    • Analyze employee data to understand employee motivations and pain points, customer issues, etc.

  • Insights and Assessment

    • Insight generation and bespoke reporting
    • Employee feedback loop closure
    • Assessment of the EX program

  • Data Cleansing & Validation

    • Identification of dirty data
    • Validation against credible sources

  • Implementation & Migration

    • CRM selection
    • Data mapping and migration
    • Implementing and customizing the CRM
    • Maintaining and monitoring the system

  • CRM Administration

    • Central PoC for research/contact creation
    • Collaborating with CRM vendors to ensure data quality and maintenance
    • Training users, & introducing custom training material & templates as required
    • SOP/taxonomy documentation

  • Business Intelligence

    • Data mining, profiling, analytics, and predictive modeling
    • Interactive data visualization
    • Tailor-made charts and dashboards for MI reporting
    • Insight generation; identifying leads/ or sales opportunities

  • Understand the product & customer needs

    • Product feedback/review
    • Product performance analysis
    • Customer personas
    • Actionable insights based on product data

  • Strategic Analysis

    • GTM Strategy
    • Pricing analysis and benchmarking
    • Competitive product benchmarking
    • Market/product trends
    • White space analysis
    • Buyer assessment
    • Product feasibility study
    • Product market fit
    • New product response assessment
    • Product portfolio optimization

  • Implementation/Growth

    • Product growth roadmap
    • Feedback loop closure
    • Value proposition for customers
    • Growth analysis and estimation
    • New geography expansion
    • Identifying new opportunities
    • Product launch planning
    • Strategic recommendations for product enhancement/customization

  • Lead Generation and Business Development

    • Sales pursuit planning
    • Prospect research and profiling
    • Sales battle cards
    • Account planning
    • Lead generation
    • Maintaining client database

  • Media Intelligence

    • Media monitoring (news outlets, social media, websites etc.)
    • Social media analytics and reporting
    • Strategy research on marketing campaigns
    • Media trends

  • Thought Leadership

    • Thought leadership support
    • Content creation for press releases, social media and other channels

  • Client Pitch Support

    • Deep dive customer profiles
    • Customer monitoring
    • Client presentation support
    • Executive bios
    • Develop value proposition

  • Content Management and Graphics Support

    • Sales/marketing collateral support
    • DTP support - Design, Recreation and Formatting
    • RFI and RFP support
    • Content creation for website, products, communication, bulletins, etc.

Customer Testimonials

I wanted to take a moment (again) to express my deepest gratitude for the incredible support and dedication you've shown in managing the end-to-end efforts on our high-level VOC enterprise reports. Working alongside both of you has been an absolute pleasure. Your commitment to excellence and unwavering support have been crucial in navigating the challenges we face, ensuring our team continues to thrive even in times of uncertainty. Once again, thank you for being such invaluable partners during this journey.

Global Research & Analytics, VoC

Senior Director

I wish we could clone her. She does an excellent job always. She is helpful and accommodating and raises questions as needed. She is a very valuable asset to us all

Client Care Office

Global Head

How we are different

Strong domain expertise
Strong domain expertise
Seasoned domain experts with a strong background in business transformation, working in close coordination with C-level executives and business heads
Proactive and experienced teams
Proactive and experienced teams
Highly experienced pool of resources available to undertake end-to-end customer strategy services including CX and EX program planning, market research services, analytics and actionable reporting, product & services support, sales & marketing support, and CRM support
Efficient project management
Efficient project management
Experience in efficient project management on various initiatives helps streamline and expedite the improvement in processes
International delivery support centres
International delivery support centres
Global delivery centres with multilingual capabilities for round-the-clock support
Flexible engagement model
Flexible engagement model
Flexibility of scaling up or down as needed, enabling clients to manage business volatility

What we have done

Support for Consulting and Corporate Firms
Assisted a payment technology company in understanding the customer persona and buying factors
What we are proud of

Improved positioning of products

Supported in delivering optimized products

Support for Consulting and Corporate Firms
VOC team supported Fortune-500 Fintech company to help strategize the improvement in NPS score and overall CX
What we are proud of

NPS improved by 15 points

Built long and short term strategy plan for CX initiatives

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