Drive And Implement Strategic Customer Experience Change Within Your Organisation

 

Our outcomes-based customer experience solution is a comprehensive programme that drives tangible results in customer-centric change.

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How Do We Create Real & Measurable Change?

By enhancing your customer experience via measurable improvements in known business challenges. We consistently evaluate behavioural change and establish whether it is creating an organisational and financial impact.

CX Strategy

Defining The Vision

Our CX strategy identifies where the need for change or improvement exists through a holistic analysis of internal CX areas. We provide you with the most viable way forward by identifying where the known areas of improvement lie. This establishes where you can fill in the gaps and reach achievable outcomes.

Customer Experience

Customer Lifecycle

Understanding The Points Of Interaction

We audit the customer lifecycle from end to end, mapping out all the points of interaction. This helps identify opportunities that impact and influence customer decisions from their initial interaction, to their first purchase, to their continued engagement.

Key Considerations:

  • The customer interaction stages are clearly identified
  • Desired business outcomes are identified per stage
  • The types of interactions your customers have with your organisation are defined
Customer Experience

Customer Experience Pillars

Creating A Solid Foundation

Clear customer experience pillars are defined as they form the foundation of customer experience. CX pillars also provide a measurement framework to assess whether current initiatives are leading the business towards the overarching CX strategy.

Key Considerations:

  • Are they relevant to the strategy?
  • Are they achievable?
  • Are they measurable?
  • Are they easy to understand and implement?
  • Are they Customer-Centric?

Journey Maps

Exploring & Understanding Specific Touchpoints

Journey maps offer a blueprint of the key interactions that the customer has with your organisation, from their initial contact right through to maintaining a long-term relationship. Journey maps help you understand the holistic needs, highs and lows and overall expectations your customer has, and also help you strategically plan and orchestrate the desired outcome you want for them.

Key Considerations:

  • Are they positioned from the customer’s perspective and not internally-led or process-driven?
  • Are there clear and well-conceived journeys that align with current customer lifecycles?
  • What are the barriers or pain points?
Customer Experience

Operational Environment

Understanding The Internal & External Circumstances

The operational environment has both internal and external circumstances that affect your business. We look at how business processes function and if they are suitable to delivering a customer-centric output, as well as what changes need to be made to make it customer-centric.

Key Considerations:

  • To what extent do any of the external factors impact the business?
  • Are processes considered to be streamlined?
  • Are staff clear of their roles within the business?
  • Is management providing the right level of direction and feedback for team members?
  • Is the business meeting its objectives?
Customer Experience

Customer Strategy

Onboarding & Retaining Customers

A customer strategy is the plan that gets put in place to identify, onboard and retain customers. It is developed per customer type and aims to increase your revenue by helping you better understand, anticipate and respond to customers’ needs, behaviours and values.

Key Considerations:

  • What do your customers truly want? Identifying the human truth.
  • What is the desired customer experience?
  • Does the customer strategy align with your business objectives?
  • Is the customer strategy realistic and achievable?
  • What change has already happened within the business to achieve this customer strategy?
Customer Experience

Customer Promise

Putting The Customer First

A customer promise is your brand DNA. It connects the purpose of the organisation to its positioning, strategy, people and customers, while differentiating you from your competitors. By understanding your brand and what it communicates, we can determine whether or not it is delivering on the promise made to the customer.

Key Considerations:

  • Does it align with the customer strategy?
  • Is the customer promise true to what customers actually want?
  • To what extent are internal processes and policies actioning to this promise?
  • What kind of measurement strategies are in place?
  • Is the customer promise a competitive differentiator?
  • Where is the promise being communicated to customers?

CX Programme Planning

Project Prioritisation Against CX Outcomes

CX programme planning allows us to narrow down problem areas and pinpoint what needs to be done by prioritising current projects against CX outcomes. This helps establish where intervention is needed. A CX change programme is then created and filtered into new or existing key projects.

Customer Experience

Intervention Priorities

Prioritising projects With The Most Impact

We create a complete directory of all current and future-planned initiatives and place a level of priority on them. Doing this allows the business to focus on projects that are believed to create the most impact from a customer experience perspective.

Key Considerations: 

  • Business Strategy
  • Customer Strategy
  • Time To Implement
  • Resource Requirements
  • Budget

 

Customer Experience

Road Map

Creating a Map For Success

The road map is aligned to journey maps, business and customer strategy, to make sure you effect the desired change within the organisation. Once the required operational changes are grouped and prioritised, they are placed into seven key categories.

  1. Human Capital
  2. Process & Policy
  3. Touch-point Design
  4. Technology
  5. Experience Toolkits
  6. Marketing & Communications
  7. End-product
Customer Experience

Quick Wins

Visible & Immediate Benefit

Quick wins are the identification of “quick-start” projects for customer experience improvement in the short term. These are changes that need to happen quickly to prevent customers losing interest in what you have to offer.

CX Programme Implementation

Execution Of Projects To Achieve The Customer Experience Vision

Having a strategy will not produce anything of value, unless it is implemented properly. To ensure CX outcomes-based success, we implement a recurring process that consistently measures projects against customer-centricity and business enablement. The implementation process is dynamic, and changes according to your needs through a continuous evaluation of CX projects within your business.

Customer Experience

Reflection

Alignment With The Rest Of The Business

  • CX Strategy Critique
  • Programme Critique
  • Project Critique
  • Alignment and Institutionalisation
    Customer Experience

    CX Design

    Crafting Experience Into Reality

    • Experience Design
    • CX Guidelines
    • Expert Reviews & Recommendations
    • Employee Enablement
    • Customer Advocacy
      Customer Experience

      Lens of Customer

      Involving The Customer In The Process Through Feedback

      • Requirements Sense Check
      • Design Refinement
      • Barriers or Pain Points
      • Impact Assessment

      Measurement Strategy

      Intended CX Outcomes

      To assess the impact of the planning and implementation processes, we organise the CX outcomes and measure them against the business objectives. Understanding how we measure the change implemented as well as what it is, is critical to the success of the overall CX strategy.

      Customer Experience

      Voice Of Customer

      Understanding The Customer Perespective

      Voice of the customer is measured to effectively understand the true customer perspective in terms of:

      • What the customer requirements are
      • Communication from a common language that customers understand
      • The needs and wants of the customer

       

      Customer Experience

      Voice Of Employee

      Understanding The Employee Persepctive

      The Voice of the Employee is used to effectively understand current employee engagement measures by looking at the levels of staff motivation, involvement and productivity in terms of:

      • Organisational Culture
      • Process and Policy
      • Internal Support Structures
      • Management Systems

       

      Customer Experience

      Financial Metrics

      Connecting Finances With Experience

      Correlating client experience measures with financial measures is essential in order to assess the relationship between these two variables. This looks at:

      • Revenue
      • Profit
      • Overhead Expenses
      • Labour Costs
      • Asset Ratio

       

      Customer Experience

      Internal Metrics

      Measuring Behaviour, Activity and Performance

      Internal performance metrics are accurate, provide real-time feedback on client experience delivery problems, and are freely available. These include:

      • Call Centre Management Data
      • CRM and Work Flow Process Performance Data
      • Backend Product System Data

       

      Customer Experience

      Quality Assurance Audits

      Making Sure You Deliver The Best

      Our quality assurance audits measure and assess the customer journey and overall experience associated with a product or service. We look at two main categories, client interaction audits (e.g. auditing recorded calls) and process adherence audits (e.g. document trail audits). These outputs can then be used as part of a client experience measurement programme.

      Clients We Have Previously Worked With

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      Customer Experience