Overview
Elevating customer engagement at every touchpoint, every time.
Customers have never had higher expectations for responsive, quick, and customized experiences.
Add in seemingly endless online and e-commerce platforms and the difference between organizations that can deliver high-quality digital customer experiences and those that cannot becomes even more stark.
This is why your organization cannot overlook the role of customer engagement and how its ties in your team structures, operations, and technology to foster brand growth, loyalty, and customer retention.
Customer Experience
Redefine your customer experience.
Many companies lack integrated capabilities, technology, data, and insights to genuinely deliver on consumer’s changing needs. They have not yet mapped out “the jobs the customer wants to be done” and the related jobs the organization must do effectively to produce that winning experience throughout the lifecycle of the customer journey.
Customer Engagement
Leverage RCG's CxDNA framework to boost engagement.
We view customer engagement as the DNA that makes for sustainable organizations, comprised of two strands that form a double helix.
The Customer Strand views your business from their perspective and how they interact with your technology, people, processes, and products. The Organizational Strand helps to ensure you have the right tools in places to reach, connect with, and retain customers.
Customer Satisfaction
Operationalize data for intelligent customer satisfaction.
Take your customer analytics to the next level to create a data-driven, holistic view of your customer experience. By identifying data sources, integrating solutions, and applying industry-leading techniques, RCG can help your organization blend intelligent technologies with your organization's innate value proposition.
In our 2022 Net Promoter Score (NPS) survey, RCG achieved a score of 65 which is well above the excellent threshold. In specific industries such as Insurance, that number rose to 75; healthcare and financial services industries were close behind with scores of 73 and 70 respectively.
Our Work
Read stories about how RCG delivered real impact for our clients and their customers.
Customer Analytics Roadmap
Creating an analytics architecture that would provide a retail pharmacy company with a scalable customer analytics model.
Helping Retailers Gain Insights and Increase Sales
Implementing a tool for a national retailer to translate a customer social media conversations into insights that lead to personalized recommendations and new products.
Improving Individual Patient Experience
Implementing a connected patient information system for a large regional healthcare provider to deliver a seamless experience and improve patient outcomes.
Customer Strategy Development
Intelligent Customer Engagement
Go beyond traditional customer experience metrics and leverage data to be proactive and predictive.
Organizational Alignment
Educate and empower staff to identify new ways to serve customers with new digital tools and actionable insights.
Product and Service Optimization
Bring new products and services that align with customer behaviors to market faster to enable long-term growth.
Transforming Your Organization from Product-centric to Customer-centric
Why your organization should be focused on customer experience.
5 Keys to Profitable Omnichannel Customer Experiences
How all businesses can drive more profitability from their customer interactions.
Think Like a Start Up to Deliver Outstanding Digital Experiences
Rethink how your organization creates outstanding customer experiences.
How Retailers Can Leverage Big Data for Competitive Pricing Insights
Are you taking advantage of the opportunities Big Data provides for monitoring your competitors?
