Customer Experience Transformation

“Building a good customer experience does not happen by accident. It happens by design.”- Clare Muscutt, Customer Experience Design Entrepreneur

True, building a good and delightful customer experience is indeed a design- a science- that needs to be approached with information, data, knowledge, analysis and an intuitive understanding of the customers needs, wishes and preferences.

Based on what we call ‘informed intuitiveness’- MSK has developed a unique approach to this often undefined and subjective area of customers’ needs, wishes and preferences. Given that all these reside within the top and bottom lines of the company, as well as all things in-between, most service providers are mandated to fulfil; we strive to take our customer experience beyond the agreed terms of business.

We approach our service to the customers with a 4-step strategy called EADA- Explore. Agree. Deliver. Assure. Which simply put, is to explore the customer need- to agree on the terms that we associate- deliver services on the agreed terms- assure the customer that the service will match his expectation and strive to go beyond, always and every time!

How do we do it?

MSK has developed a unique performance management tool (i-APT- Informative Assure Presentation) which has an informative data analysis mechanism, based on dynamic variables and parameters. This is generated by analyzing details collected from a transactional data pool, gathered while handling assignments of the customer over a period of time (namely vessel, port, month & year and other parameters of different types of cargo). These are meticulously fed into the system with a defined logic for dynamic performance measurement of cargoes, in order to gauge the output as per the customer's specific requirement.

This reveals trends and insights which are extremely useful in helping customers to formulate better supply chain strategies, help smart business decisions and formulate more informed management decisions and track the turn-around time at various touchpoints in the supply chain. Additionally, it also helps in mitigating conflict through transparent exchange of information.

This information is welcomed and immensely appreciated by our customers and helped us be better engaged with the client and to develop an edge to become their valued partners.