Defakto helps companies proactively design and deliver positive customer experiences through all stages of the customer lifecycle.

Engagement

In most situations, today’s connected consumer instigates the first engagement with your brand. This first contact usually begins with search and relevancy. Ongoing engagement must address their specific needs and provide value to the consumer in order for them to remain opted in.  Defakto can help ensure brand visibility and relevancy when your prospects begin their path to purchase and a strategy for continued customer touches that move the customer closer to conversion.

Acquisition

Your success in building new customer relationships requires that your brand is positioned to both display a level of trust and communicate the brand value. Defakto understands how to build positive customer experiences that can be parlayed into invaluable brand recommendations. This positive customer proof accelerates sales and acquisition.

Retention

What happens after the sale is critical in defining the full customer experience and is the main contributor to increasing customer lifetime value. Organizations that focus on customer satisfaction increase top-line sales and bottom line results. Defakto can provide a strategic vision and real-world implementation of customer support initiatives to not only improve customer support but also reduce support costs and increase customer revenue.

Insights

Customer conversations hold a wealth of valuable insight on your brand, products and services. Defakto can help you build a culture of ongoing customer engagement and collaboration that helps your organization adapt and innovate based on customer need.

Collaboration

To create an organization that is adaptive to customer insights and market forces, the silos within your company must be bridged with cross-departmental communication and cooperation. Defakto can develop strategies for the execution of collaboration initiatives that can increase the effectiveness and productivity of the enterprise

Advocacy

When extraordinary and sharable customer experiences are delivered consistently, your customer becomes part of your value proposition. At Defakto, we believe creating customer evangelists is the ultimate result of delivering positive customer experiences across all touch points. We will help you create the consistent positive customer experiences that empower customer advocacy.

 

The experience your customer has, from the moment they first engage to their first customer transaction and beyond, can have significant effect on the bottom line of your business. Let Defakto help you create extraordinary customer experiences that drive positive word of mouth, decrease customer churn and increase lifetime customer revenue.  Contact Ken Vernon ken.vernon@defaktogroup.com or call 214-988-9272 ext. 102.