4. Enhancing Customer Experience

Qcert focuses on diagnosing an organizations customer experience strategies to establish the extent of an organizations focus on:

• Reachability and convenience
• Omni channel flexibility
• Personalization
• Touchpoints throughout a customer journey.

Implementation of the right customer experience strategy will only work if it succeeds in delivering more personalized experiences to individual customers.

Brands that cater for customers’ needs in a differentiated manner:

• create an emotional connection
• stand out among competitors
• helps to improve satisfaction
• reduce churn and increase revenues