CUSTOMER EXPERIENCE
At OLIVIA, we know that organizations that aim to stand out need to put people at the center: understand their needs, design and offer an experience for their collaborators that will impact clients. We work with you in the transformation towards a culture in which people are at the heart of our decisions.
HOW WE CAN HELP
Organizations are complex systems that move through a purpose that drives people to take action. From that vision, at OLIVIA we approach experience design multidimensionally.
CUSTOMER EXPERIENCE CULTURE
We help you create a culture that places people (clients and collaborators) at the center of attention of each area of the organization, allowing decisions to be made from that perspective.
This new cultural approach will give the organization an unbeatable differential value when offering your clients an experience.
CO-CREATION OF SOLUTIONS
Every organization has different levels of maturity regarding the role of their clients in their culture and processes.
Building a model of sustainable and evolutive listening that makes it possible to understand their needs is one of the first steps in achieving this goal. We offer workshops and interventions that aim to identify insights and define archetypes in order to rethink and redesign processes, adapting them to the experience you’re looking for.
SENSITIZATION AND AWARENESS
To become an organization with a culture centered on people (clients and collaborators), everyone involved should share the vision and pursue the same objective. Start within the company: offering collaborators a good experience will be crucial for creating better experiences with clients.
At OLIVIA we conduct personalized interventions for each group, in which we work on convictions, paradigms, models of work, and the variables that impact their performance.
Reflecting on what it means to be customer-centric and how it positively impacts the business will enable decision-making across the entire organization, with this mentality, and on every level.
THE SHIFT TOWARDS CHANGE
Change is experienced through actions carried out by the organization and its communication regarding the path that follows.
We help you drive and design a strategy in which people experience will be a fundamental aspect. Supported by our methodology whose main principle is aligning culture with business, we transfer knowledge and capacitate clients.
We design business artifacts and KPIs so that culture can be part of your organization’s DNA.
CASE STUDY
What Was The Challenge?
For this pharmacy chain, we had previously worked on redefining the company’s culture and cultural values. The next challenge was to improve the client experience so that it aligned with one of the organization’s key cultural principles: “We are passionate about our customers.”
To ensure this statement rang true, the organization sought to become fully customer-centric.
How Did We Help In Our Role As Client- And Customer-Centricity Consultants?
We helped the chain’s collaborators gain the skills and behaviors they needed to design customer-centric experiences.
As Olivia, we allowed the company to understand its customers’ journey map. We identified the user archetypes at targeted store locations, collecting data on: customer expectations and related pain points at each location, customer touchpoints, and the channels involved in the customer experience.
We charted the customer experience at every touchpoint in these locations and generated a model of the customer — and the kind of treatment he or she expects.
We accompanied the organization through this unfamiliar process, as it incorporated a new methodology and interdisciplinary work routines.
We encouraged collaborators to rethink how they worked on a day-to-day basis and recenter their efforts on customers’ needs. In doing so, we helped the entire organization be more sensitive to the customer experience.
Finally, we implemented a new customer-centric service model and methodology in the chosen locations, achieving a very high adoption rate in both cases.
What Concrete Actions Did We Carry Out?
Our methodology involved gradual innovation and agility through an interdisciplinary task force made up of the organization’s collaborators.
Our work was performed in stages. We identified the scope of work and the stakeholders who would become part of the task force. Then we assessed all existing projects across the organization, looking to strengthen customer-centricity within each project.
We aligned with the company management to define the main attributes of the desired customer experience.
Once the main challenges were determined, we designed a customer service model, benchmarking customer experience and service models in several industries and analyzing data from mystery shopper research and other relevant tests.
We carried out collaborative work sessions with the task force, segmenting customers by location and deciding on the archetypes that would guide our improvement of the customer experience. After this, we drew a journey map, starting with the moment when a customer steps into the pharmacy, to understand how they interact with the company at each touchpoint.
Collaborators performed field work, listening to customers and perceiving the day-to-day work of the company’s front lines. This led to collaborators being more empathetic to the needs of both customers and the customer-facing workforce.
Through an agile methodology, structured by sprints, we generated a solution to the pain points identified in the journey map. We designed an initial version of this solution and shared it with the workforce, leading the company one step closer to customer-centricity.
