Drive strategic, customer-centric change within your organisation.
This comprehensive, outcomes-based programme drives tangible results for your company, and ultimately, your customers.
How we measure real change
We ensure that every solution we create not only enhances your customer experience, but is measurable – always. Behavioural change is constantly evaluated against its organisational and financial impact.
Defining The Vision
We start with setting out what the experience is that your organization wants to deliver, what is unique about the DNA of your company against your competitors. We then conduct an analysis of internal experience points.
Understanding The Points Of Interaction
We audit the end-to-end customer lifecycle, mapping out each point of interaction. This allows us to identify opportunities to impact customer decisions from their first interaction, to future engagements.
We ensure that:
- Customer interaction stages are clearly identified.
- Desired business outcomes are identified for each stage.
- We define the various types of interactions your customers have with your organisation.
Creating A Solid Foundation
With clear customer experience pillars from the foundation of the strategy and measurement framework, we are able to assess whether all efforts are aligned with the overall customer experience strategy.
We always ensure that each pillar is:
- Relevant to the overall strategy
- Viable to implement
Understanding specific touch points
Journey maps serve as a blueprint for the key interactions that your customer shares with your organisation, from start to ‘finish’. These maps provide insight into how you are meeting the needs and expectations of your customers, allowing you to bolster your CX experience.
Every journey map should be:
- Positioned from the customer’s perspective
- Clear and thoughtfully aligned with current customer lifecycles
- Aware of the barriers and/or pain points
CX Programme Planning
Our approach to CX programme planning allows us to hone in on problem areas and intelligently prioritise current projects against CX outcomes. Once this is well defined, a CX change programme is created and filtered into new or existing key projects.
We create a directory of all current and planned projects, and prioritise them according to their impact.
We do this with the following in mind:
- Business strategy
- Customer strategy
- Implementation timelines
- Resources required
A Roadmap for Success
- Human capital
- Process and policy
- Touch-point design
- Experience toolkits
- Marketing and communications
- End product
We identify quick-start projects for immediate impact on the customer experience. These are solutions that need to be implemented swiftly in order to retain customer interest.
CX Programme Implementation
The difference between a good strategy and a great strategy is implementation. We implement a dynamic project measurement process that continuously assesses customer-centricity and business viability.
As your needs evolve, so do the insights we gain from this process.
From Theory To Reality
- Experience Design
- CX Guidelines
- Expert Reviews & Recommendations
- Employee Enablement
- Customer Advocacy
ASSESS & ALIGN
Holistic Business Solutions
- CX Strategy Critique
- Programme Critique
- Project Critique
- Alignment and
Looping In The Customer
- Requirements Sense
- Design Refinement
- Barriers or Pain Points
- Impact Assessment
How do we measure our impact?
To assess the impact of the planning and implementation processes, we organise the CX outcomes and measure them against your business objectives. We do this by:
1. Understanding the Customer Perspective
We analyse the customer’s needs, wants, and communication style preferences. We call this “Voice of Customer”.
2. Understanding the Employee PerspectiveWe look at staff motivation, involvement and productivity levels in light of factors like organisational culture, process and policies and management systems. We call this “Voice of Employee”
3. Connecting Finances with Experience
By correlating client experience and financial measures, we are able to gain deeper insights into the relationship between these two important variables. Here, we take revenue, profits, overhead expenses, labour costs and asset ratio into account.
4. Measuring Behaviour, Activity and Performance
Accurate internal metrics provide real-time feedback on client experience delivery issues. These include call centre management data, CRM and workflow process performance data and back-end product system data.
5. Quality Assurance Audits
Our quality assurance audits assess the customer journey and overall experience associated with a particular product or service. We look at two main categories: client interaction and process adherence, and use these insights as part of the client experience measurement programme.
Why Customer Experience Matters
- Excellent customer experience delivery flattens customer fallout, leading to higher turnover.
- A happy customer is generally prepared to pay more for a service or product.
- Loyal customers are created through consistently positive experiences.
What is Customer Experience?
Customer experience (CX) is the holistic perception a customer has of a brand resulting from an interaction between the customer and the organization over the duration of the relationship known as the customer journey. Customer involvement on this journey is both rational and emotional and thus CX is multi-dimensional requiring measurements that are both quantitative and qualitative in nature.
What is included in customer experience?
Customer experience refers to both the functional and emotional engagement your customers have with your company. It includes every aspect of the customer’s journey while they experience your company from engaging with advertising efforts, to navigating your website, communicating with service, purchasing and using your products.
CX moves beyond the direct experience to include elements outside of your control such as negative sentiment of your brand or industry as well as innovations by non-direct competitors into your industry to name a few, all of which impact on your customers’ expectations and how they experience your brand.
Why is customer experience so important?
All companies need business growth, sustained revenue and operational efficiency. In the current commercial climate where consumers’ demands change constantly, instant solutions are desirable and where consumers have more choice than ever, companies need to strengthen customer relationships through positive experience delivery in order to build brand loyalty and affinity. This is achieved through designing human interactions with empathy that leverage technology for efficiency.
What is the difference between customer service and customer experience?
Customer Experience is the outcome of a holistic journey a customer has with your company. It is beyond a momentary interaction and includes many access points. It is typically both functional and emotional. Customer service refers to how you serve your customer through a specific interaction at a particular moment in time along that journey and is typically functional and physical.
What is customer experience strategy?
CX Strategy begins with defining the experience you want to deliver and formulating actionable plans to deliver this intended experience. This includes aligning your customer experience goals to your business strategy and consolidating efforts across business channels and departments.
The plan needs to include how you build that experience into your organisation’s culture. Companies need to design emotionally agile experiences that accommodate a holistic human experience.
Can you measure customer experience?
Yes, you can. At Interact RDT, we believe that Customer experience is multidimensional and thus there is no single best measurement tool for CX. To be measured effectively one should engage in both quantitative and qualitative methodologies. What is important is that the selected methodologies need to be unique to the organization, its goals and the industry within which it operates.
These measures should still be benchmarked amongst your competitors. Interact RDT offers a full suite of measurement options based on a unique understanding of CX for your business.
Insights into Customer Experience.
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