Customer Experience – Strategy

Background:

Improving your customer experience and creating new ways to communicate with them should be your highest priority. Today’s customers have more choice, voice and influence than ever before.

However, many organizations are operating out of sync with what their customers actually experience from their service.

Focusing too heavily on the latest technology solution and on too many occasions the customer experience is shortsighted.  To earn the right to growth and profitability, it is imperative that organizations align around the total customer experience at every ‘touchpoint’.

Customer servicing must be organized from the outside-in to consistently deliver a simple, digital and effortless customer experience. Making it easy for customers to engage and do business with you is the key to success and to achieving “screaming high” Net Promoter Scores.

Solution:

The foundation of our approach to a customer experience (CX) strategy is based on the six areas that matter most to customers in today’s social and digital world.  The CX strategy addresses three strategic imperatives and provides a clear sense of direction with defined measurable goals.

There are three key service offerings we provide to develop your CX strategy to fuel profitable growth:

  1. Customer Journey Map…what are the expectations/deliverables at each touch point of the journey;
  2. Strategic Road Map…on a broader scale where are we heading, our challenges, risks and how can we win?
  3. People, Process and Technology optimization…how are deploying/integrating these three key elements…to
  • Better serve our customers, and
  • Benefit you as a highly valued colleague in this business…so that you can do your job more effectively, grow as a professional and…continually improve?

Outcomes that we strive for in these three service offerings:

Overall, significant improvement in customer loyalty and retention.

A workforce committed to ‘customer touch:…’sees the world from the customers eyes’…and are conversant in…

  • Understanding what the organizations value system is, in regard to the customer
  • What are our capabilities are and what aspiring to continuous improvement;
  • Our obstacles to growth, our key metrics
  • Why do customers leave us…and the impact?

At the ‘touch point’,

  • significantly engaged frontline employees
  • have less rework and greater job enrichment as systems and processes are optimized.
  • Big boost in revenue through increased customer retention and spend.
  • Significant reduction in operating expenses with less rework and low impact human work.