Customer Experience

“The difference between good and excellent”

Introduction

Peter Drucker

Recognizing and delivering upon customer expectations is essential to building any successful business. To accomplish that, one must offer a differentiated service valued by customers – both external and internal – and fulfill the promise  consistently.

We at InspireOne, have unrivalled global expertise and experience in service excellence that shape and implement strategies to keep and extend your customer base.

We have been working with our clients accomplish this for over 25 years, all around the world. And, we can work with you to achieve this too.

The concept of ‘service’ has existed in the Asian mindset for millennia. Slowly, the world has also moved towards focusing on the customer, as the pivot to all action. Increasingly, businesses have focused on building customer loyalty using various means, schemes, strategies and ways.

CX and it’s Rapid Evolution

Drivers of Change

The Customer Experience Pyramid

Not all companies are at the same stage of the customer experience life-cycle. They have to move through different phases to achieve differentiation through service.

The customer experience pyramid

Our CX Philosophy

Our Customer Experience Philosophy advises –

The customer experience philosophy

Our Philosophy advises that Customer Experience should –

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Be Uniquely identified with our Brand promise to the customer.
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Be Inside Out – Put People First
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Have leaders who Fundamentally raise the importance of customers with an integrated set of initiatives, e.g. vision, structure, process, or system
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Be owned by Everyone in the organisation with their hearts and minds

Our Heritage

“What started in the living room of the (later conferred) 9th Quality Guru of the world Claus Moller as Time Manager International, is now a flourishing global network of partners, known as TMI – Transformation Managed by Inspiration.”

TMI is a global consulting firm with a focus on transformational work for the past nearly 5 decades.

Ever since our foundation in 1975, we have directly influenced and inspired more than 6,000,000 people worldwide. We continue to have a positive impact on the lives and performance of over 250,000 individuals working in a wide range of organizations each year.

As InspireOne, TMI’s exclusive Indian network partner, we have been  carrying out these tasks in the region for nearly 20 years.

Customer Experience Expertise

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TMI created a tool called ‘Customer Journey Mapping’ as well as the term ‘Moments of Truth’ in our work with Scandinavian Airlines:

This tool was used to map out, as Jan Calrzen put it:

“Never to be repeated opportunities we have to distinguish ourselves from each and every one of our competitors…”

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The American Management Association called this one of the most important developments in management in the 20th century.. The changes led to SAS being named Airline of the year.BA approached TM to make BA more attractive to sellers as it became privatized. TMI took on the project involving all BA’s 36,400 people and developed “Putting People First”. Three years later BA was named the world’s favorite airline.

TMI’s Contribution to Customer Experience Thought Leadership

Over the last 4 decades TMI has contributed to the Customer Experience thought leadership and  Lexicon through books, concepts and empirical work and success

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“Branded Customer Service packs the punches about really great customer service. It gives the reader an insight into how to differentiate through service and how to win. If you are really committed to getting the most out of your brand, read this book!”
—Mark Bergdahl, CEO, Customer Intimacy, Limited
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“Dell launched a corporate-wide program focusing on the customer experience as a key differentiation in our industry. Janelle was an instrumental part of our corporate roll out of this initiative. Many of the insights and sensitivities she shared with us are covered in great detail in her book. Emotional Value should be a must-read book.”
—MORTON L. TOPFER, Vice Chairman, Dell Computer Corporation

TMI’s Contribution to The Service Lexicon

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Double Bagger

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Moment of Truth

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Pacing

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I own the problem

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Service Bubble

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A Complaint Is A Gift

Solutions

TMI can help you build a world-class customer Experiences  inside out.
For 40+ years, TMI has designed and delivered cutting edge branded customer experience initiatives.
We work with organizations to create a strong customer experience oriented  culture through multiple interventions across all touch points of your business, resulting in increased customer loyalty and advocacy.

Shaping Customer Centric Culture

SCCC is an Organization Development solution that ensures that Customer Centricity becomes a pervasive value across the organization

Branded Customer Service

Build brand equity through on-brand service experiences, so that brand reinforcement occurs at every customer interaction

A Complaint is a Gift (ACIAG)

TMI’s Winner – A Complaint is a Gift – is a breakthrough concept on service recovery, customer  loyalty and effective complaint handling.

Putting People First (PPF)

“The level of external customer service cannot exceed the level of internal service.” PPF can be run both as a training program as well as a cultural intervention

Power to Delight

TMI’s Power to Delight program helps organizations put their best foot forward by placing trained and skilled colleagues in front of the customer.

Customer in Focus

Customer in Focus continues the PPF philosophy of great internal customer service enabling benchmark-worthy customer experiences

Case Studies

We have worked solutions in Customer Experience for numerous clients across a myriad of industries –

CREATING A “BRANDED CUSTOMER SERVICE” EXPERIENCE AT A LEADING INDIAN TELECOM COMPANY

CREATING A PERFORMANCE CULTURE IN A LARGE INDIAN FMCG ORGANIZATION

CREATING CUSTOMER CENTRIC CULTURE IN A LARGE INDIAN BANK

POWER TO DELIGHT PROGRAM FOR A LEADING WATER PURIFICATION COMPANY

MANAGING COMPLAINTS IN A GLOBAL BANK

CREATING LEVELS OF CUSTOMER SERVICE IN A LARGE TELECOM

Clients

We have worked with our clients to Create Value in CX at –

We have aided Sustainable Performance in CX at –

We have built Brilliant Service Skills for creating magical CX at –

Our Customer Experience Articles

  • Why Customer Experience Initiatives Fail
    Why Customer Experience Initiatives Fail

    We have discovered in the last 2 years that “customer centricity” is finally and fast, becoming part of the CEO and leadership teams’ narrative. Cognitively leaders and company boards are acknowledging that the customer should be the front and center of everything they do. Most leadership teams are also putting together strategies to listen and […]

  • That Coveted Jewel Called Customer Experience
    That Coveted Jewel Called Customer Experience

    As the first 2 months of 2018 have flown by, and companies have taken stock of where they want to focus their energies, unsurprisingly Customer Experience stands out at the top again. This year, a survey done by Econsultancy and Adobe saw customer experience leading by a whopping 7% over content marketing and mobile marketing! […]

  • Customer Service: What Will it Take in the age of ChatBots and more?
    Customer Service: What Will it Take in the age of ChatBots and more?

    To build a successful business it is essential to recognize and deliver as per customer expectations. A differentiated service offering valued by customers externally and internally...

  • Creating Emotional Value for Customers
    Creating Emotional Value for Customers

    “Customer is king”; probably the most overused, misused, misunderstood and inconsistently delivered cliché in the hallways of service. However,quite opposite to the belief some...

  • How involved is your customer?
    How involved is your customer?

    Depicted above is a model of the stages in the consumer decision making process that consumers follow while buying either products or services. When buying either products...

If you wish to create a culture of Customer Service Excellence for your organization, do not hesitate to connect with us and explore in detail our entire spectrum of Customer Experience Solutions –