The Scenario Library establishes the theatre for CBA’s (Certified Business Analysts) to role-play throughout each cycle of evaluations. These scenarios allow for stabilizing, planned and critical interactions, which can be critical to developing customer loyalty.

This approach has many other advantages; the most critical is data integrity by creating a level playing field across the country. This translates into the ability to ensure sound and intelligent business decisions. The scenarios should emulate the typical customer transaction and interaction. This is important as our clients can plan to evaluate various types of interaction that directly impact the customer experience, thus providing the necessary feedback that can impact positive change.

It is impossible, of course to plan every customer interaction/scenario. However, companies can identify the types of scenarios that impart the right information to employees and customers at the right times. It is useful to group these experiences into three categories of company to customer interactions as follows: Stabilizing, Planned and Critical.

Stabilizing Scenarios:
Stabilizing scenarios emulate interactions that promote customer retention particularly in the early stages of the relationship. Fulfilling the simple expectations the customer needs.

Planned Scenarios:
Planned scenarios emulate interactions that are intended to increase customer profitability by up selling, cross selling and referrals.

Critical Scenarios:
Critical scenarios emulate service encounters that lead to memorable customer experiences. While most service is routine, occasionally a situation arises that is out of the ordinary: a complaint, a question, a special request are opportunities for a frontline employee to shine as a Service Champion.