PAN-AFRICAN CONSULTANCY · CUSTOMER RELATIONSHIP & EXPERIENCECUSTOMER RELATIONSHIP & EXPERIENCE
Making the customer experience visible.
MKM observes what your customers experience, in branch, on the phone and online, measures it and turns it into decisions.
MKM observes what your customers experience, measures it and turns it into decisions.
Let's talk about your project
“To be a leading consultancy of reference-grade integrity that makes the quality of customer engagement its credo.”
2009Firm founded
3Countries: Cameroon, Togo, Canada
+10Team members
+8Tools through technical partnerships
01 — EXPERTISE
All our expertise →Six areas of expertise for customer relationship and experience.Six areas of customer relationship expertise.
- 01Customer value developmentIdentify what each customer brings and could bring, then steer offers and teams towards that potential.
- 02Customer acquisition & delightTurn the first contact into a moment that makes customers want to come back — in branch, on the phone and online.
- 03Customer engagement optimisationMobilise front-line teams so that customer engagement mirrors employee engagement.
- 04Customer experience enrichmentRethink every step of the journey from what the customer actually experiences, not from what the procedure prescribes.
- 05Customer loyaltySpot dissatisfied customers before they leave and build a lasting relationship with the others.
- 06Customer relationship quality analysisMeasure with neutral, reliable data, then report what genuinely enables decisions.
02 — APPROACH
The three phases of a REC project.
01 · Advisory & REC strategy set-upPrepareUnderstand your business, audit the existing situation and create tailor-made assessment approaches, perfectly suited to your industry.Understand your business, audit the existing situation and create tailor-made assessment approaches.
02 · FieldworkActivateDeploy our field programmes (on site, by phone or online) to reflect precisely what really happens in front of your customers.Deploy our field programmes to reflect what really happens in front of your customers.
03 · Results & analysisAnalyseMeasure the gaps using neutral, reliable data, and deliver strategic dashboards to guide your decision-making.Measure the gaps and deliver strategic dashboards.
03 — CLIENTS03 — THEY TRUSTED US
All our clients →They trusted us.
- DDuty of advice
- EEthics
- CConfidentiality
- LLoyalty
- IIndependence
- CCompetence
- TTransparency