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There is a clear relation between a good Customer Experience and the INCREASE IN PROFIT.

Welcome to the Experience Economy!

With the tCd CX Methodology we want to create a team of experts in listening and surprising the customer, as well as in building relationships based on an excellent service (Loyalty).

To manage a successful customer experience is to engage, get recommendations and create a loyal bond. At the Creative dots, we know how important attention to detail is and make each client experience a memorable one. How do we do it?

The tCd CX Methodology is based on four DOTS aiming to transform the relation between the client and the company, within the events sector:

 
 
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DOT 1. tCd Assessment. Situation analysis.

  • Analysis of the starting situation through the understanding of the Culture of the Organization in the management of the client MICE, both at the level of processes and internal procedures.

  • Mistery MICE Client & Benchmark: Analysis of the MICE Client Experience in the management of a real briefing/petition. Auditing both the internal processes of the organization and those of its competitors.

  • Preparation of the tCd Assessment results report, providing data for decision making and risk minimisation in the management of the MICE client.

Where, when and how to act for your proposal to be a winner!


DOT 2. tCd Customer Centric Procedures.

  • Analysis of the Purchasing Cycle identifying the interactions between the organization and its client MICE with the aim of developing Customer Centric procedures that promote policies of attraction and loyalty.

  • Understanding of how the responsible teams apply these procedures in the management of the MICE client.

  • Elaboration of the Procedures Manual in check-list format, based on the tCd Customer Centric Procedures results.

Thinking about generating emotions that transcend the basic service.

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DOT 3. tCd Masterclass.

  • Introduction to the Principles of Customer Centric Culture with the purpose of incorporating a customer-oriented culture in its Work System.

  • Identification and qualification of internal Leaders of Transformation, professionals with a customer orientation and results, in order to lead the process of continuous improvement within the organization.

  • Elaboration of the tCd Masterclass results report.

Training people in planning and attention to detail.


DOT 4. tCd Talent.

  • Adaptation of the Manual of Procedures (elaborated in dot 2) to the specific characteristics of the organisation (organisation chart and resources).

  • Co-design with the Leaders of Transformation of the organisation's Action Plan in order to increase the degree of acceptance and involvement in the execution of the Customer Centric Procedures.

  • Provision of knowledge and tools with the purpose of facilitating leadership in the implementation of the Procedures in the day-today of the organization.

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DOT 5. tCd Coaching.

  • Adaptation of the Manual of Procedures (elaborated in dot 2) to the specific characteristics of the organisation (organisation chart and resources).

  • Co-design with the Leaders of Transformation of the organisation's Action Plan in order to increase the degree of acceptance and involvement in the execution of the Customer Centric Procedures.

  • Provision of knowledge and tools with the purpose of facilitating leadership in the implementation of the Procedures in the day-today of the organization.