customer experience re-engineering

customer experience is the battleground where brand loyalty, lifetime value, cost of service, cost of acquisition, retention and churn are all fought out

for most organisations the key issue in managing customer experience is “appropriate” contact for the situation. it involves understanding the role of customer insight programmes such as net promoter score & customer effort score together with business metrics like customer churn and workforce management.

customers expectation change according to the stage in their relationships with your organisation  together with their current needs & objectives. these needs & objectives include fast automated processes at certain points in the relationship and detailed person to person contact providing emotional support in others. 

the customer has needs & how you satisfy them are the basis by which customers judge good or bad customer experience. knowing when to go the extra yard or when to intervene in a complaint has a direct impact on the bottom line.

the impact of customer experience on the cost of customer service & customer acquisition is a vital competitive element of today’s business environment.

our customer experience re-engineering model provides the best possible understanding of how your organisation is impacted. we provide a framework for the use of mixed metrics combining net promoter score & customer effort score together with other metrics to provide a clear and actionable view of the customer relationship.

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customer experience auditing

auditing the customer experience is a vital part of your ability to manage & improve your customer experience.

we have developed standardised auditing methodology over the past 5 years for our clients that provides an insight into how your customer experience is working and how accurately you are measuring it. looking at the metrics you do & don't use we build an audit model of your customer experience:

customer experience measurement - we audit the way customer experience is measured from net promoter score & customer effort score through to self service surveys. We consider time to answer & first call resolution as well as social media & speech analytics so we can identify how effective your current measurement methodology is for you

customer journeys -  we create and execute a series of customer journeys to evaluate the customer experience & its measurement

channels and language - we look at (and score) the availability of channel of choice together with the customisation meet the channel chosen. we score the language and channels against the customer segments that are targeted.

customer expectations - map the experience against customer expectations

competitors - we compare competitive customer experiences

360 view - we score against the 360 degree view of the customers

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customer & channel value

customer experience is the battleground where brand loyalty, lifetime value, cost of service, cost of acquisition, retention and churn are all fought out

managing your resources effectively is a vital. your brand is impacted by customer experience through your channels like mobile & social media.

if you want to understand if you have an appropriate customer experience that meets the objectives of your organisation & your customers expectations then it is important to understand the real value and costs of your decisions and the key elements that drive them.

we provide a model that helps you understand  the key components of your value and cost model in a consistent form allowing you to manage the customer experience more effectively.

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re-engineering the customer experience

re-engineering customer experience is a continuous process

it is important to have a sustainable customer experience re-engineering process to ensure continuous improvement. this is the only was to protect your investment in your brand & propositions as well as to drive down cost.

using the results of the audit to feed into the customer cost and value model, we help the client to remodel their customer experience and to understand the impact of those changes to the quality, cost and value model of the customer experience.

deliverables

customer experience re-engineering process

customer experience cost and value model

channel cost and value model

process cost cost and value model

appropriate customer insight model

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developing tools to manage customer experience

part of the approach is to develop the right tools that sit at the heart of the customer experience management model and allows ongoing decision making

there is always too much data and too little actionable insight for management. one of the key challenges that organisations face is identifying what data is relevant to understanding the customer experience. we provide an approach to understanding what data will be useful from what you collect it today.

we then help to develop models in standard tools like microsoft excel to glue together the appropriate data and produce appropriate reports. customer insight programmes like net promoter score & customer effort score are good measures of some aspects of the customer journey but they cannot tell you the whole story. bringing together all the different measurements into a single view as a key part of the ability to adjust the customer experience.

we help deliver:

the customer experience cost and value model

channel cost and value model

process cost and value model

understand the models uses

training to use models in an ongoing management situation

understand how to adapt models as market and business conditions change

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