cheaper to keep an existing customer than to attract a new one
above the market is the revenue growth of companies that excel at customer experience
life cycle of satisfied clients is longer
5 to 25 times
of consumers would purchase more frequently after a positive customer experience
CUSTOMER EXPERIENCE ENHANCES YOUR FINANCIAL RESULTS
6-14 times
50%
4-8%
Customer experience is becoming an increasingly important factor for company's success in the long term, having a direct impact on your brand perception, customer loyalty, sales, pricing, cost of attracting and retaining your customer base
loyal customer spending compared to average
of customers who had a good customer experience shared with 10 others
of consumers trust online reviews as much as friends' recommendations
67% more
of customers completely stop or reduce purchases after negative customer experience
84%
over 60%
23%
* Based on Harvard Business Review, Bain & Co and Temkin Group research
CUSTOMER EXPERIENCE MANAGEMENT BENEFITS
Consistent customer experience management provides a variety of advantages and allows to achieve positive results
Sales growth
Satisfied customers buy more, more inclined to repeat purchases and are willing to recommend you to others
Loyalty
Leads to average check growth, increases the length of the client life cycle and acts as a protection from customer churn in case of one-off setback
Increased competitiveness
A well-designed service model allows you to avoid direct price competition
Improvement of customer retention
Clients are less likely to switch to competitors
New customer acquisition costs reduction
Word-of-mouth is one of the most efficient tools to obtain new consumers
Operational efficiency
Optimisation of cross-functional processes reduces costs, while effective customer feedback management allows to respond to market changes adequately
WE WILL ENHANCE CUSTOMER EXPERIENCE FOR YOUR BUSINESS
Service model analysis and design
Assess service effectiveness on all stages of customer journey, arrange surveys and run in-depth interviews
Strategic consulting based on competitive analysis
Build customer journey maps for client's key competitors
Boost of organizational potential and process improvement
Design and support the introduction of client-centric corporate culture
Introduction of customer retention tools
Provide support in the design and introduction of feedback management system
Develop customer journey map and outline areas which require improvement
Offer solutions to identified challenges based on best practices of customer experience
Define client's unique strengths and weaknesses, compared to peers
Support the development of strategy to leverage the differences in customer journeys
Assist in aligning internal processes and KPIs with customer experience
Educate C- and mid-level management on best practices in customer experience
Assist in designing project management tools
Design loyalty program from scratch or enhance the effectiveness of current loyalty program
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We have a wealth of experience in managing sales teams, marketing, customer success, creating customer experience management framework, complex organizational transformation and understand how to transform client satisfaction into profit
Real-life experience
WHY WORKING WITH US
At Experience.Partners we focus on measurable results while improving Customer Experience at companies working in different industries
Our experience includes projects, executed in Russia, CIS, UAE, Great Britain, China and Brazil. Number of those projects has been implemented on global scale at multinational companies
International expertise
In order to help you implement cutting-edge solutions, we constantly add new Customer Experience cases to our database and follow updates for our core services and tools
Knowledge base
We will be able to support you in executing projects at all stages of customer life cycle: from increasing efficiency of marketing and sales units to creating a feedback management system, loyalty programs design, process optimization and many more
Wide range of services
Partner, customer experience
Stanislav Khrustalev
OUR TEAM
Our team is comprised of experts with many years of successful hands-on work experience at major international and Russian companies
Managing partner, strategy and sales
Andrey Evdokimov
15 years of work tenure in customer experience and strategy across emerging markets.
Worked at informational technology, (Thomson Reuters), financial markets (Moscow Exchange), and telecommunications (MTS)
More than 40 successful projects at creating feedback management systems, designing client service standards, optimizing business processes, restructuring service departments, designing performance indicators and developing analytical tools
Experience
Education
Bachelor Degree with honors from Business-Informatics Faculty (major: Corporate Information Systems) and Master's Degree from Faculty of Management (major: strategic and corporate governance) at Higher School of Economics
Experience
Education
More than 20 years in sales and account management across international markets. Andrey has a wide experience in managing company in crisis environment, building sales departments and driving efficiency improvements.
Managed Thomson Reuters financial services and risk business in Brazil. Headed sales and account management departments in Russia, CIS, Middle East and North Africa.
Diploma with honors from Faculty of Management and Master's Degree in Marketing at State University of Management
Completed Thomson Reuters leadership development program
CONTACT US NOW
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