about
We amplify the 'Voice of Customer" within your business
WHAT IS CUSTOMER EXPERIENCE (CX)?
CX moves an organisation beyond competing just on price and/or quality by adding an experience layer to drive customer satisfaction and loyalty.
First coined in 1999, the term ‘experience economy’ refers to a new frontier for organisations where they compete based on the experience they provide to customers across the entire customer journey.
Relative newcomers like Uber, AirBnB, Dominos etc. offer very familiar products or services yet they dominate the market because they have strong CX strategies.
If you want to compete beyond price and quality, you must look deep into your customers’ journey.
HELLO
I am Katia, and I am your CX Manager on Demand.
CX is not a responsibility of one team or an individual, but rather it has to be embedded in company ethos and daily operations.
Regardless of what you offer, or how big you are, you will benefit from an independent CX review, which will equip you with short and long term plans and a full raft of innovative ideas on how to continuously iterate your Customers’ journey to ensure they return and advocate for you.
My personal journey took me to different parts of the globe working in Marketing, Brand and Strategy with various organisations, listed and private, as well as consulting to small and medium businesses. I have always believed that true Customer centricity is the main ingredient of a healthy, sustainable and rewarding operation. I am thrilled to help your business to genuinely put the customer at the centre of what you do.
To ensure I am sharing only the best practice with you, I recently obtained CX Strategy and Design Certificate from RMIT.
WHAT TO EXPECT
when working with me
1
Flexibility
As an outsourced CX Expert I get involved on a ‘as needed’ basis to deliver results and exit once the job is done. You can redeploy my service with regular intervals to ensure your CX strategy in on track.
2
Simplicity
No overwhelming jargon or complex techniques - I use simple language to explain complex problems. I apply only the latest industry practices and methods and adjust them to the realities of each individual business.
3
Dedication
With minimum overheads, and full dedication, your business will be my utmost priority. Furthermore, if you have your own CX staff, I can support them on a project as a temporary resource.
