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CX Audit Coaching and Mentoring Culture Development Employee Experience and Engagement Customer Experience

Customer Experience

LAST UPDATE

June 09

’20

service summary

For years, organisations have latched on to what they believe to be the next big thing in customer improvement initiative – do you remember ‘Customer First’, ‘Customer Delight’ or ‘Customer Intimacy’?  Now, despite a widespread focus on Customer Experience, organisations are still seeing mixed results: while many claim they are delivering a better experience, more often than not customers do not agree. 

TAG CLASSIFICATION

CD

CJM

CX

Our approach 

More than ever, CX and Marketing functions are being put under real pressure to show the financial benefit of their CX activity. Our experience and bespoke approach has allowed our clients to do just this, and raise the importance of a coherent CX strategy that the whole organisation can ally on and get behind. 

Partnering with our clients has helped them enhance their CX while at the same time significantly reduce their costs and show concrete improvement in business-critical KPIs. 

To deliver the return our clients demand, our work programmes emphasise the importance of: 

  • continued engagement of senior stakeholders: without this, all CX activity will simply lose momentum after the initial honeymoon period 
  • engagement of staff at all levels: we deliver real employee ownership of both the experience and all improvement activity; employees are engaged in wanting to, rather than having to, deliver an exceptional customer experience 
  • becoming aligned to the customer’s world: we ensure our clients see things from the customer’s perspective - in their shoes: understanding how customers truly feel in their experience really focusses all CX activity 
  • linking CX activity to ROI and business impact: we work with you to ensure a clear link between improvement initiatives and key business results. 

How do we drive greater value into your CX activity? 

  • Our starting point is to understand the needs of your business and value proposition, your business strategy, KPIs and brand promise. 
  • We review your existing customer insight and engage with your employees and customers to get clarity into what is really valued and what activity will impact your bottom line. 
  • We review your existing experience and identify where there are opportunities to better support your customers. 
  • We then help you to create programs and actions, and to define how to monitor and measure their impact, aligned to your business strategy and KPIs. 

Our online CX Portal gives everyone who needs it a single source of truth into your improvement programs and the visibility of the business impact that they are having

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