The Customer Journey at Meta as a Competitive Advantage

29/11/2024
Over more than three decades, Meta has built a journey defined by innovation and a close relationship with its clients. Recently, this relationship took a step further with the implementation of initiatives that have redefined the customer journey, aligning digital transformation with a people-centered approach.

Transformation That Starts from Within

Driven by the need to meet new market demands, Meta embarked on its own evolution. According to Telmo Costa, CEO of Meta,

“We deliver more value to our clients through an integrated, personalized, and efficient experience.”

This transformation not only modernized processes but also fostered a collaborative culture based on data, reflected in the Growth Units model. These specialized units promote greater agility and collaboration, ensuring closer relationships with clients and delivering high-value solutions.

Growth and Global Expansion

Meta’s expansion into strategic markets such as Canada has reinforced its commitment to international clients. In the Toronto-Waterloo innovation ecosystem, the company has established key partnerships alongside industry giants like Google and SAP, positioning itself as a global leader in artificial intelligence. This expansion has enabled the replication of Growth Units tailored to local realities, combining a global presence with personalized service.

Customer Relationships at Meta’s Core

More than just providing services, Meta positions itself as a strategic partner throughout the entire customer journey. From the first interaction to project completion, the company establishes key milestones that celebrate shared achievements.

Tools such as the relationship roadmap standardize interactions, while institutional initiatives and exclusive events strengthen client connections and encourage the sharing of industry trends.

Meta’s commitment to customer experience is reflected in the continuous improvement of its Net Promoter Score (NPS), one of the company’s key strategic indicators. This effort underscores the dedication of the entire team to delivering service excellence, solidifying client loyalty and satisfaction.

From Internal Transformation to Market Impact

Through its own transformation journey, Meta has gained a deep understanding of the challenges businesses face. This insight has enhanced the company’s ability to put itself in the client’s shoes and deliver innovative solutions that truly make a difference.

Meta’s customer journey exemplifies how a strategic, people-centered, and technology-driven approach can transform business relationships into successful partnerships.