Business model transformation - Customer experience
(Re)thinking customer relations to combine performance, fluidity and differentiation
In a world where customer expectations are evolving rapidly, where channels are multiplying, and where loyalty has to be earned, the Customer Experience is becoming an essential strategic lever. Antheus can help you turn your relationship model into a real engine for growth.
Customer Experience
Customer Experience is no longer just a matter of communication or after-sales service. It permeates the entire operating model: offers, channels, processes, culture. And it must be seen as a vector of sustainable performance, as well as a marker of differentiation.
Antheus supports organizations in structuring, improving and transforming their customer or user-oriented systems. We intervene to enrich customer knowledge, align customer journeys and processes, activate customer culture within teams and measure the concrete impacts obtained.
Our approach is distinguished by its ability to articulate :
A strategic vision of customer relations: positioning, priorities, business objectives,
Detailed analysis of routes, data and friction points,
Efficient operational systems, co-constructed with the professions and supported by appropriate tools and indicators.
We bring a demanding, pragmatic approach, whether to optimize an existing system, build a loyalty program, digitalize a customer journey or boost sales performance.
Customer knowledge & culture
- Customer | channel | offer segmentation – V4 approach
- Customer Journey Modeling (Customer Journey) | Personae approach
- Diagnosis and optimization of customer data
- Measuring devices: QoS | CSAT | NPS | CES | sales
- VoCstrategy : construction of customer surveys & questionnaires (quanti) and administration strategy, construction/animation and analysis of focus groups (quali)
- Customer culture training and awareness program
Satisfaction & CX (Customer Exp.)
- Analysis of relational, commercial and operational CX (internal | external)
- Customer Experience Diagnosis: review of friction points | Customer Effort Score (CES) |Gap analysis (expected | perceived | actual) – Identification and prioritization of irritants
- CX improvement program | Cross-channel target | Cross-departmental leadership | Value discipline
- Conquest strategy | loyalty – Up/cross-selling – Activation plan : segmentation | organization | digital and technologies | CRM program
- Customer Experience digitalization strategy
- Deployment and performance monitoring | KPIs: efficiency, satisfaction, value (RFM)
Omnichannel marketing & distribution
- Diagnosis and optimization of CX consistency across all marketing and distribution channels | Review of assets (sales force, network, web, CRC…): customer paths and interactions | data and information | processes | pooling of investments
- Analysis of channel objectives (B2C | B2B) by segment (customer | offer) – E-commerce audit,intermediation review (distribution | prescription)
- Feasibility and relevance studies and analysis of new communication and distribution channels and methods (digitalization)
- Action plan toimprove consistency
- Performance measurement (multichannel): transformation, customer treatment, costs and KPIs | Omnichannel monitoring dashboards
A few examples of our work
Customer knowledge & culture
Designing a multi-business B2B customer-centric strategy
Satisfaction & CX (Customer Exp.)
Reorganization of a network to turn it towards a conquest logic
Redesigning a loyalty program
Omnichannel marketing & distribution
Improved support for distribution networks (integrated, franchised and indirect)
Review of on- and off-line media production & creation
