Methodology Performance Result

Utilize DATA-DRIVEN APPROACH

Unveiling Excellence: Where Lean CX, Lean Sigma, and Journey Mapping Converge.

As more brands compete for a bigger market share and a slice of the consumer’s attention, marketers are rethinking the way they operate. They are becoming completely DATA-DRIVEN to stay ahead in the race. While most companies today claim to build their strategy by putting customers first, a much smaller number of companies are doing it. Getting it right requires delivering personal experiences to the right audience while creating real value for consumers before and after the sale.

Achieving Results through Operational Efficiency and Customer Focus

Delivering Excellence: Harnessing Lean CX, Lean Sigma, and Journey Mapping for Results

LEAN SIX SIGMA

Lean Six Sigma combines Lean methodology principles (focused on reducing waste and improving efficiency) with Six Sigma (focused on minimizing defects and variations in processes). It aims to improve quality, reduce costs, and enhance customer satisfaction by identifying and eliminating process defects and inefficiencies, thereby optimizing overall performance and customer outcomes.

LEAN CX MANAGEMENT

Lean CX focuses on improving the customer experience by identifying and eliminating waste, improving processes, and fostering a customer-centric culture. It emphasizes delivering customer value efficiently while reducing unnecessary steps and resources, ultimately enhancing customer delight and loyalty. Lean CX is a transformative process designed to improve operational excellence.

JOURNEY MAPPING TOOL

Journey mapping tools visually represent and analyze the end-to-end experience of a consumer interacting with a product, service, or brand. These tools help organizations understand customer needs, behaviors, pain points, and preferences at each touchpoint of the consumer journey, allowing them to identify business opportunities for CX enhancement and innovation.

CASE STUDY: Marketing ML Lead scoring

Optimizing Lead Scoring with Omnichannel Attribution

DNN Corp’s 2016 MarTech initiative delivered outstanding results within just one year: an 84% decrease in advertising costs, a 150% surge in website traffic, an 80% rise in high-quality leads, an 86% increase in conversion rates, and a 13% uptick in average invoice totals.

We fine-tuned our marketing strategies by harnessing predictive analytics and multi-touch attribution, achieving a cost per lead that was half the industry average. This success was driven by the integration of our refined MARTECH STACK,. Leveraging predictive lead scoring and omnichannel attribution, we pinpointed top prospects, evaluated channel impact, and optimized strategies for optimal efficiency. Today, our integrated approach seamlessly connects CMS and CRM systems with predictive CX, enabling us to deliver personalized content across channels, and execute targeted advertising to MAXIMIZED ROI.

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Increased Adverting Reach

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Increased website visits

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increased Average order value

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Grew high-qualified leads

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INCREASED lead conversion rate

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decreased cost per acquisition

Precision in Practice: How Data-Driven Decisions Shape Business Outcomes

create cx predictability

Operational excellence is the foundation of CX, empowering businesses to fulfill their commitments to customers consistently with efficiency and efficacy. It embraces a comprehensive approach, encompassing processes, technologies, people, and culture, synergizing to craft seamless and memorable interactions. Their systematic management of business processes and operations, coupled with a dedicated investment in cultivating the right organizational culture, sets companies on the path to operational excellence apart.

enhanced customer insights

JOURNEY CONSUMER MAPPING TOOL allow businesses to gain deeper insights into their customers’ behaviors, preferences, pain points, and motivations at each stage of their interaction with the brand. By visualizing the entire customer journey, businesses can identify key touchpoints and moments of truth that significantly impact the overall customer experience. This enhanced understanding enables businesses to tailor their marketing strategies, product offerings, and customer service initiatives to meet customer needs and expectations better.

higher roi for companies

LEAN SIX SIGMA’s cost-effectiveness extends beyond its impressive ROI. It minimizes waste and inefficiencies while maximizing productivity and quality. Its systematic approach to problem-solving and process improvement enables businesses to identify and eliminate errors, leading to streamlined operations. Furthermore. Any business can leverage Lean Six Sigma. Its adaptability to evolving needs and commitment to excellence make it a valuable asset for organizations striving for operational excellence and long-term success.

Deliver real impact

LEAN CX integrates agile management with customer experience, enabling organizations to realize tangible value quickly. It facilitates scalable solutions by providing a framework for designing and market-testing new customer experience initiatives. Rooted in proven concepts from strategy, marketing, psychology, and creative problem-solving, Lean CX offers a cost-effective, low-risk approach to differentiation and value addition. Implemented across the enterprise, it drives value from strategy development to frontline capability enhancement.

Build Lasting Connections with Industry Leaders

Partnering with Industry Leaders for Excellence in Service

Amazon
First Republic Bank

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