RETAIL SERVICES
President’s Choice Financial
Client Profile:
With ambitious growth goals, PCF undertook a robust analysis of their business model, channel strategies, and partner network to determine the state of their brand and customer’s overall experience.
Scope of Work:
• Audited and analyzed all PCF customer brand touch points (10) with specific focus on retail, to determine the state of the brand and the experience
• Full re-design of the customer experience with the goal of alignment of customer perception, interaction, and recollection with the PCF brand promise
• An experience toolkit was created including mapping the ideal customer journey, revamped hiring and training processes and practices, and a new operations and service model
Services:
• Competitive audit
• Consumer insight
• Brand evaluation & development
• Target profiling and segmentation
• Customer experience mapping