Mikaline Customer Relationship & Experience Management

RESEARCH

Through Customer Experience Management and Market Research, Mikaline detects the  relational framework between the company and the customer, or more generally between the company and its target market. The analysis and research activity then continues within the company itself, retracing all processes and operational procedures in the field that are reflected on all the touch-points available to the end customer or potential customer. Once all the data is collected, Mikaline is ready to support the management of a company with a myriad of consulting services, capable of guiding the company through a new and more performing strategic plan.

TRAINING

We offer scheduled (or customized) training courses for companies and freelancers; personalized counseling and coaching interventions on salespeople, consultants and agents and on human resources in direct contact with customers. The client judges the interaction with the company or with the professional which generally diverge from the perceptions of the company management or the consultant himself. All the training modules proposed by Mikaline are built on the experiential specifications expressed by the end customer, adequately and previously detected. Our team of trainers is made up of relational dynamics expert psychologists, as well as of Customer Experience Management experts, to offer training interventions adhering to the individual realities

CUSTOMER CARE

Surprising the customer with unexpected actions…! Protecting the value of the company means building customer loyalty. A customer who feels “cared for” and “pampered” is one who is unlikely to leave the company. It is necessary to pay attention not only to customers who send negative signals in the interaction with the company, but also to treat customers before a potential future relational discomfort. A customer who is well cared for and followed by the company even with unexpected actions, will be more likely to accept a hardship experienced. Designing periodic “caring” actions for customer clusters enhances and consolidates the value of a company.

PORTFOLIO PROTECTION

We organize interventions to protect the portfolio customers, prevent abandonment and build customer loyalty. A customer who decides to turn to the competition or who expresses the will to no longer use the products or services offered, is a lost customer; it is very difficult and very expensive to recover a client at this relational stage. Intercepting in advance the signals of discomfort or mere customer dissatisfaction, correlating them with the strategic importance of the latter for the company, means protecting one’s Customer Base, defending the value generated up to that moment and, above all, monitoring through the customer the processes in place and the work of its collaborators / employees / agents .

RE-ENGINEERING

We intervene on points of contact with customers and on relational processes considered critical by the customer. The customer service reception processes, or the contact process with the customer by means of the sales force and / or the frequency of the contact and / or the ways in which it is exercised by the seller / agent, can be considered critical by customers. A process considered critical by the customer can represent the cause of an abandonment towards direct competition.

BUSINESS DEVELOPMENT

We provide Customer Experience Management models capable of detecting market “sentiment”, thus facilitating the interception of business development opportunities. A cluster of satisfied customers can best “tell” the strengths of a product or service and can therefore suggest the best methods of commercial proposal for the company itself or for its sales force; likewise, clusters of customers who are “not very satisfied” or “not at all satisfied” by the services offered, can be the first to bring out the critical points that are not in line with expectations and, even from them, opportunities for development towards new offers or new services can arise.

KNOWLEDGE

We help you to get to know your customers better, recovering valuable information for subsequent strategic actions. If well organized, Customer Experience survey campaigns can provide the additional advantage of enriching the Customer Database with additional information that traditional CRMs are usually unable to collect unless specifically designed for this purpose. This flow of information can then be used to identify new market targets on which to diversify or differentiate one’s offer.