Partners Lucia Costa and Renata Filippi Lindquist describe what the client experience is like in Soul HR Consulting's processes

In honor of Customer Month, the partners tell us about the journey and the very close work with Soul's clients, since we identify with both service and delivery.

Putting the client at the center allows us to improve our services and adjust our processes so as to serve them fully. Understanding the customer journey means improving their experience throughout the entire cycle of interaction with the company, from the first contact to after-sales.

The process the client goes through, from the first moment they get in touch until they purchase a service, therefore covers the whole path, regardless of the business model. Every touchpoint the client has with Soul matters, because a good experience leads them to the next stage of the journey. We seek to identify what motivated them to choose us, whether it was a previous relationship, a market referral, engagement through LinkedIn, visits to the website or other interactions that may have taken place.

We believe there are 3 essential pillars for understanding and serving the client: expectation, experience and satisfaction. In all the services we provide, there are essential attributes for achieving client satisfaction and for the journey to be successful: agility in service, seniority in the dialogue, clarity in the information provided, adherence to the agreed timeline, closeness and availability, confidentiality, assertiveness in conducting processes, solving the problems presented by the client, and quality and added value in the services delivered.

In other words, the journey tells the story of the client with the company, from the moment they identify the need for our services, through the process of seeking information, evaluating and comparing, and culminating in conversion and the future relationship.

The client experience is constantly evolving, and we need to keep up with the changes in expectations and needs as they arise. This involves continually adjusting strategies and investments in customer experience.

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