Page 7 - V3 TOGA_CX Presentation

RECOMMENDATIONS TO TRANSFORM THE CUSTOMER EXPERIENCE TO INCREASE CUSTOMER SATISFACTION
The eight value-added offerings are integrated into a new end-to-end customer experience for TOGA, which will allow TOGA to focus on the entire Entice to Extend customer journey phases. The significance of this cannot be understated as the reliance on customer experience as a business differentiator has become increasingly pervasive. TOGA needs to deliver an integrated, “one-company”, end-to-end customer experience for optimal business outcomes.
Recommendation1: Build ongoing customer relationships through an “infinity loop” customer journey
Instead of a linear customer journey, we propose an infinity loop customer journey pathway to represent the ongoing relationship that TOGA needs to cultivate with its customer. The new journey emphasises the Entice to Extend phase and illustrates that TOGA needs to continuously engage with their customers in order to ensure re-buying, referrals and build “members for life”.
Recommendation 3: Execute the eight recommended solutions
Execute and embed the eight recommended solutions along the customer journey in order to deliver tangible value-added services to customers, and create a delightful and meaningful end-to-end experience for them.
Recommendation 4: Champion customer-centricity incessantly
Interviews with customers reveal that they hold TOGA in high standing for product quality and service performance. TOGA cannot rest on its laurels and be complacent. It is absolutely critical that TOGA continues to keep the customers at the heart of what they do and leverage the customer insights and personas in this deliverable to design future services and solutions centred on the customer. This ensures sustained business success, increases customer satisfaction and builds a lifelong ever-evolving relationship with customers.
Recommendation 5: Cascade a consistent customer vision and service to align the whole organisation
TOGA needs to have a unified, company-wide focus to deliver a seamless customer experience and consistent customer service. The new customer experience vision needs to be communicated across the organisation to ensure a shared commitment to excellence that stems from understanding the holistic and integrated customer experience that TOGA wants to deliver. This shared vision will not only inspire, align and guide TOGA, but breathe life for continuous innovation, improvement and success.
Recommendation 2: Implement the new customer journey
Deploy the new infinity customer journey to past, present and future developments to deepen customer interactions that encourages loyalty, builds advocates and increases referrals.
Commercial in confidence
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