Customer Experience

Customer Experience

1. Smart

   • Expertise
     • Demonstrate Knowledge
       • Bring an outside perspective (Whitepapers, Other clients, ZS practice areas)
       • Be knowledgeable and aware of latest happening's in client's world
       • *Share insights from KOLs
     • Provide effective and creative solutions

2. Valued

   • Empathy
     • Listen actively and proactively address
     • Respect individual viewpoints
     • Act in clients best interests
       • Be flexible with change request
     • Open communication
       • Try to meet in person
       • Regular one-on-one meetings
     • Always try to meet in person, instead of over the phone or email

3. Confident

   • Trustworthy
     • Provide Superior quality
       • No quality issues
       • Well thought through, concise but complete analysis
       • Dress well - be presentable
     • Be organized, timely and transparent
       • Be prompt: Meeting notes, email replies, phone calls (over communication)
       • Regular communication: Interim updates between meetings, regular weekly calls
       • Open communication: ZS expertise (what we are good at and where other vendors could be better)
       • Early and transparent communication on scope/cost/timeline implications
       • Be on time and prepared for meetings
     • Develop relationship and comfort level
       • Monthly one-on-one lunch

4. Empowered

   • Collaborative
     • Provide a strategic, holistic long-term perspective
       • Review long term plan for the project and engagament
     • Help clients create and own the idea/solution
       • Create communication ready presentation for internal audience
     • Reliable Partner
     • Impactful stroy telling (along with client)
       • *Use metaphors to explain complicated analytcis
       • Gather client ideas before finalizing the results
     • Be considerate about budget and effort (ZS as well as client)
       • Regularly share ideas on how to save budget
       • *Talk out of doing unnecessary work