Customer Engagement: Strategy Consulting

Customer experience is not just business, it's personal

Whether you are a little shop around the corner or a Fortune 100 organization, your customers are a critical component of your success.  More than just an email, customers need to receive the correct, relevant message at the right time regardless of how they engage with you.

Kona Kai can help you get personal with your customers

At Kona Kai, we believe that the experience a customer has with an organization is not just business, it's personal.  With the ever changing capabilities available as a result of digital transformation,  we understand that ensuring a customer experience meets both the customer's and organization's expectations can seem impossible.    Our team is made up of a number of highly experienced leaders who, prior to coming to Kona Kai, were in your shoes, defining a customer experience strategy.   No two strategies were alike and each required a unique mission and strategy to accomplish their goals and objectives.

The thing is, without properly accounting for technology and tools continually evolving, plans will become outdated.  Sometimes even before being implemented.

Your customers don't care how complex it might be to give them the best experience.  They don't care how old your systems might be or which systems might not communicate with others, they expect organizations to evolve as quickly as the technology has.

Kona Kai has a process to work diligently with you to define your needs for both the present and the future.  Customers engaging with you need to feel that you know their experience is more than business, it's personal.

External customers frustrated?

When customers feel frustrated and are unable to have questions or issues resolved, they remember it and thanks to social media, they need to tell everyone.  Let Kona Kai help you inspire positive customer feedback.

Internal customers frustrated?

Internal customers, your employees, depend on the applications and systems as the tools to get their job done.  When those applications and systems are slow, inaccurate, difficult to use or maintain, your employees will feel the same frustration.  Create modern, state of the art applications that your employees want to use that also help them work smarter.  Kona Kai can help you as it has so many clients.

1

User experience flawed due to ineffective workflow process?

solution:

> We will work to define who owns the process, educating teams or individuals on their “ownership,” and document the plan to align with other business units.

> We will engage your stakeholders and align that model throughout your business units.

2

Customer messaging not consistent across channels?

solution:

> Kona Kai will work with you, leveraging technology to extend systems of record to all channels through consistent rules that render the same result regardless of channel.

3

Transactional information not visible real-time across all channels?

OUR SOLUTIONS:

> The root cause of data information delay can often be remediated by changes in application design.

> Our team has experience designing solutions that integrate with legacy source systems regardless of platform. 

4

Website or Interactive Voice Response causes confusion.

our solutions:

> Simplify content offerings and make them contextual to the customer by leveraging rules-based technology in real time.

5

Customers presented with content and messages that are not timely or relevent?

Our solutions:

> "Just in time' messaging can often be the difference between customer satisfaction and confusion. We can help ensure the right message is being delivered at the right time.

> Our certified Decisioning and Marketing consultants will create predictive or adaptive analytical models that address customer propensities to accept a product based on historical offerings and relevant data.

6

Customers lost because there are too many or confusing steps to complete.

OUR SOLUTIONS:

> Applications expanding functionality over time often do so without ensuring a streamlined process is maintained. Our team focuses on consolidating steps and optimizing work to ensure tasks are completed quickly and efficiently by the right teams or individuals at the right time