CPPL Customer Experience Value Proposition
•
The key challenge facing most businesses, is the need for continuous growth in
volume, value and market share
•
This challenge gets even tougher with increasing competition leaving more options
open to discerning customers and clients.
•
Under these circumstance, the strategic facilitation of branded customer experience
across touchpoints becomes imperative.
Solving these dynamic problems is what separates organizations who excel from those
who are closing their doors” -Neal Jensen
Brand Awareness
• Digital and traditional advertising
• Out-of-Home sites and destination branding • Timely deployment of
branding and product information materials
Brand Activation
Handle special express projects and events – trade shows,
exhibitions,
distribution of fliers at POS, channel branding / rebranding etc
Brand Assets
• We create and or work with our client to develop exciting brand engagement assets to drive consistent value creation -
• Dove Eyes With Chinwe Kalu • My Future In My
Hands
• International schools fair
Brand Health Checks
• Market intelligence and customer satisfaction tracked across channels deploying mobile research solutions • Provide regular reports on channel performance and market intelligence
CPPL MARKETING SOLUTIONS
OUR APPROACH
Discover
We leverage
research and other
tools to gather
insights and
analyze trends to
gain deep
understanding of
our client’s
business
Design
Working with our
client, we create
the structure and
components of the
programs /
solutions to meet
identified needs
.
Deliver
We deliver
solutions /
interventions on
time and budget to
create value in a
consistent and
sustainable way.
We aim to be the perfect partner to you, focusing on your needs. Our approach is flexible and
can be tailored to meet timelines and specific set of deliverables.
Customer experience (CX) is the product of an
interaction between an organization and
a customer over the duration of their relationship.
This interaction includes a customer's attraction,
awareness, discovery, cultivation, advocacy and
purchase and use of a service.
http://www.cppl.com.ng/consulting/customer-experience-management/
The strategic path
The strategic goal
It’s gradual
movement:
1. Moving from
Random to
Predictable
2. Move from
Predictable to
Branded.
Main considerations when moving along the different steps of the journey are:
1. Understanding and focusing on meeting customer needs
2. Measuring the impact of customer experience
3. Staff engagement.
2013
2012
The Branded Experience
§ Differentiated from competitors § Exceptional service
§ Identical standards nationwide § Outstanding Service Centre § Commitment to Customers § Valued by Customers RANDOM EXPERIENCE RANDOM EXPERIENCE Consistent Experience § Predictability § Consistent standards
§ Experience not differentiated from Competition Time Today Loyalty BRANDED EXPERIENCE BRANDED EXPERIENCE PREDICTABLE EXPERIENCE PREDICTABLE EXPERIENCE Current State § Random Experiences § § Inconsistent Service § Inconsistent Approach § Unfriendliness
Happy customers are loyal customers. We understand that
delivering a consistent customer experience that goes ‘above
and beyond’ their previous experiences will lead to customer
loyalty.
Our solutions include:
1. Research & Insight Development – customer profiling / segmentation
2. Design and execution of customer experience blueprint
3. Installation of customer feedback devices and tools for 360 degree
feedback tracking
4. Development of offers and loyalty programs
5. Premium items for ‘Rewards, Surprise & Delight’ campaigns
.
Customer Experience Management:
BUSINESSES NEED
THE HELP OF THE
CUSTOMER TO
DRIVE QUALITY
EXPERIENCE ...
HENCE DULU …
DO YOU LIKE US!!
DULU Enterprise is the
bigger brother upgrade of
standalone DULU Terminal
which extends the platforms
reach beyond the branch via
feedback reports from
Dulu
offers
the
Omni
channel approach that seeks
to
prompt,
guide
and
analyse feedback across
various
customer
touch
points and channels.
With DULU, Customers can
now
give
feedback
to
organizations
on
their
platform of choice - via
phone calls, email, SMS,
web, mobile, QR Code, ATM,
Kiosk, branch locations..
DULU Terminal are easy to use touch
screen devices that are placed at
strategic points in a retail space for
customers to give feedback. The
feedback report received is sent
immediately to the admin and also sends
to a designated email address.
Some features:-
• Rate Performance
• Rate Staff
• Rate Product & Service
• Make Comment
• Video their Experience
• Book an Appointment
A customer service personnel provides
attentive and effective support to
customers and then follow up with an
email to the customer. The email
would contain a link for the customer
to rate the support/service rendered.
Step 1 - Customer Service receives
customers call
Step 2 - Customer Service attends/solve
customers issue
Step 3 - Sends an email to customer with
link a rate
DULU Enterprise can be integrated as
a link on a text message or receipt and
sent to the customer on their mobile.
A link for that particular branch will
take users to the mobile version of
DULU where real-time rating can be
carried out.
Step 1 – Customer leaves the location
Step 2 – Customer receives Alert SMS
with a link to rate their experience
Step 3 – Customer rates the service
received at the location
This Event Specific App Enhances your
Events with a mobile strategy that
helps attendees connect with each
other.
Some features:-
• Event Registration
• Event Specific App
• Event Map
WHAT WE HAVE DONE –
PREMIUM GIFT ITEMS
• CPPL Gifts focus on premium items that re made with strict adherence to quality standards while meeting clients’ budget and achieving general visibility and advertising objectives.
• Our promotional merchandise consists of products of innovative design and creative thinking.
• Our products are highly effective for marketing brands. We create custom designs and variety.
• We are prompt with our service delivery as we understand and see time as a finite resource.
Table Clock Car Key Wallet Key Holder
Mugs Souvenir bag POS Purse Flash Drive
Executive Gift Set (notepad,
Card Holder, Pen & Wallet) Wooden Power Bank
Power Bank With Phone Holder
Notepad With Patterned Leather Cover
HOW WE MEASURE OUTPUT & IMPACT
• Sales and leads. We begin with
the end in mind – agree goals with
clients from the beginning.
• Brand equity. Grow brand equity
by ensuring quality and consistent
branded experience across
touchpoint.
These require professional support and significant amount of
resources to develop and execute branded experience across
•
Sales & Marketing professional with over
30 years of experience in several senior
level roles across industries and culture.
•
Has worked in customer focused
environments – Guinness Nigeria, MTN,
Zain (Now Airtel), Zantel (A part of
Etisalat in Tanzania), FCMB, Ecobank
Nigeria and others through Marketing
and Capability Development Consulting.
•
Faculty Member at Pan Atlantic
University and Resource Person at Lagos
Business School (LBS).
A value creation consultant, mentor and member of the National Institute of Marketing of Nigeria (MNIMN) and Fellow of the Chartered Institute of Marketing, London (FCIM).
WE HAVE A HIGHLY EXPERIENCED TEAM
• Bolajoko Ajayi is an experienced marketing professional with a strong passion for building
brands. She is a subject matter expert in formulating and implementing insight driven marketing & brand strategies, developing and implementing integrated marketing communications, market/experiential campaign activations, Public relations all aimed at driving business growth.
• She brings to bear her leadership qualities in leading multiple cross functional projects, with proven
results and gaining appreciable competitive edge for the brands. She has provided inspirational leadership to my team to make them excel.
• She is responsible for customer engagement activations and brand development.
• Ofor Oti, is a seasoned Sales and Marketing professional. He has extensive experience in sales management, trade marketing, merchandising, recruitment and project
management across Telecoms and other key sectors. • Innovative and result oriented professional with years
experience in Leadership, Business Development and Marketing. I have a track record of successfully launching new products and services.
• He is proficient in the development and execution of sound business practices to achieve resource
optimization, long term growth and profitability for the businesses.
• Prior to CPPL, he worked as a Senior Regional Sales
Manager in MTN Nigeria. He provides strategic input and execution guidance to all CPPL projects.
OFOR OTI
• Chinwe, a graduate of Chemistry and an MBA holder from University of Lagos, is the Chief Executive Officer responsible for the day to day management of the business.
• She also manages client issues to ensure maximum satisfaction and delight.
• She has worked in customer relationship management roles in different sectors-banking, beauty services, ensuring maximum customer satisfaction and business growth, Currently manages accounts like MTN, FCMB, NBC, Learn Africa & Crown Interactive Limited.
CHINWE KALU
Ikechukwu Kalu, Dip.M FCIM, MNIMN
Lead Consultant
Customer Passion Point Limited
[email protected] | [email protected] | www.cppl.com.ng Tel: +234 803 200 2458 | +234 (0) 701 196 2027
