Customers are surrounded by information and interactions from different sources that make up their overall experience.
How can we serve them better by equipping everyone in the organization to understand and serve their real needs?
Customer experience refers to the complete journey a customer takes with your brand, from initial awareness to post-purchase care. It goes well beyond customer service, which could refer to a single event when a customer reaches out for help and support during this journey.
The customer experience is built from several touchpoints, some physical and some digital, outside your direct control but influenced by the experience and perception your brand builds with other customers and in the market.
The foundation of building a delightful customer experience is having a customer-centric mindset across all levels of the organization. The ABAMI framework addresses the different actions that need to come together to create that experience and to enable that transformation from leadership to front liners.
All these components must come together to achieve the objective: create a delightful customer experience.
The transformation journey is made up of three key phases from defining to developing and engaging of stakeholders to monitoring and sustaining. The journey employs a multitude of tools and techniques to align the organization along the chosen path, equipping the stakeholders with the skills and tools to deliver the results and move closer to the vision of the organization.
Armed with over 30 years of experience in building customer-centric cultures in different types of organizations.
ABAMI built two foundation models to build skills, character, and the ability to take action.
Applying best in class practices and customizing them to fit the needs of each organization without losing sight of the needs of the individual to feel heard, understood, and cared for.
Creating the support system to make the transformation inspiring and empowering for all.
Contact one of our business consultants to customize your journey to customer centricity.
ABAMI Head Office
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Tameem House, office No. 2703
27th Floor Barsha Heights, Sheikh Zayed Road, Dubai
Email: [email protected]
Phone: +971 4 447 1548