Changing environments and the increasing demand of customers makes it necessary to redesign and create new channels for the relationship with the customers and to fulfil their expectations. Each channel requires strategic and operational definitions to orchestrate the experience, coordinating the different channels.
From an internal perspective, companies need to balance an effective and efficient launch with the necessary definitions to fulfil customers’ expectations, giving firm steps, especially in digital channels which can reach a wide public resonance.
Channel Startup is a flexible solution that helps organizations to take their first steps on customer relationship models in new channels which need to evolve or be redesigned in order to play a new role in the relationship with customers.
Through the Channel Startup we define, for a specific channel:
- Customers’ profiles
- Critical Interactions’ Design
- Technology Solutions analysis and recommendation
- Elements for the configuration of channels to meet Experience expectations
- Experience Guide
- Indicators and metrics
- Training and certification