Customer Experience FAQs

Customer Experience is the culmination of the various ‘stages’ a customer goes through as they engage in the purchase of an item or a service i.e. the perception that customers have across all of their interactions with your organisation.

For customers it is less and less about just the product or the price, it is the end to end Customer Journey which will determine whether they make a one off purchase with you, or if they will come back time and time again.

Delivering great Customer Experience is all about ensuring that every stage of the Customer Experience delivers what is important to the Customer, to a very high standard.

Your customers now have more information and more choice than ever before. They are more discerning, more vocal and expect more from you.

To maximise profit, businesses need customers to keep coming back to them i.e. to become loyal Customers. Research has shown that loyal customers:

  • Recommend you to other customers
  • Pay more for the same products/services
  • Forgive you when things go wrong
  • Defend you when others attack
  • Provide you with honest feedback
  • Look for ways to spend more with you
  • Cost less to service
  • Generate a disproportionate amount profit

It is no longer just about Customer service – it is about the entire, end-to-end experience for your Customers. Research shows that an excellent Customer Experience correlates with an increase in profitability and customer loyalty.

Latest research by the Customer Experience Excellence Centre 2015 UK Analysis, KPMG Nunwood shows the UK Customer Experience top 100 achieved double the 5-year revenue growth of the FTSE 100. And those in positions 1-10 grew revenues by £43m more every year than those positioned 11-100.

A competitive advantage is an advantage that a business has over its competitors. This allows it to generate greater sales and retain more customers than its competition. For example, in providing great Customer Experience for your customers, a competitive advantage can be gained from customers who refer their friends and colleagues to a product or service, which in turn increases brand recognition and potentially sales.

Journey Mapping is a way of seeing your business as the customer sees it, not as you see it. You may well think that they are one and the same – our experience tells us that they are invariably very different!

The process will highlight every single stage (touch point) the customer goes through when doing business with you. It really gets into the minute detail of the things which impact on your customers every single. It will provide enlightening insight into your business!

The real benefit of undertaking this process is that it will highlight a considerable number of opportunities to enhance the Customer Experience your organisation provider.

Critical here is that every single employee understands i) What Customer Experience is ii) How it differs from Customer Service iii) Why it is important iv) The role they can play in delivering a great Customer Experience.

From here, it is about having the right people in the business, a culture of leadership and support at the top to, aligned to a Vision and Values, to drive the Customer Experience agenda, and the right systems and processes in place to ensure consistency.

There are a number of options but the three suggested methods are:

  • Net Promoter Score (NPS) – a measurement of your customer loyalty
  • Feedback – Qualitative & quantitative. Very powerful when used in conjunction with NPS
  • Customer Experience Evaluation – Mystery Shopping an organisation and seeing it as the customer sees it.

We offer a comprehensive Customer Experience consultancy and implementation service. We work in partnership to formulate Customer Experience strategies, engage and align employees, gather and analyse Customer feedback, plan and implement and measure progress.

With our people-centred approach we ensure that the entire Customer Experience is seamless and consistent across all channels for progressive businesses who understand the importance of delivering a great Customer Experience

We take great pride in not just offering ‘consultancy’ but also working collaboratively with the organisation and its teams to help land, embed and sustain our solutions.

Our breadth of experience and skill sets mean that we can operate across all sectors of industry. We have worked within the retail, rail, hotel, travel, financial and motor sectors.

We operate across the UK, and have an office in the Middle East and are available for assignments Worldwide.

We use a collaborative approach at every level within an organisation. Our practical, hands on support ensures that, by working together, we maximise the opportunities which exist within a business. Our proven 5 step approach is tailored to your specific requirements, whilst our global partnership team approach means we can ensure the right mix of specialist skills and experience are working on your project.

Our Five Step approach:

  1. Discover
  2. Engage
  3. Understand
  4. Implement
  5. Sustain

We provide training, coaching and mentoring solutions. We are conscious that every organisation requires a bespoke approach and are keen to tailor our approach accordingly, ensuring we engage everyone at all levels in terms of what we are doing, why we are doing it and what the benefits will be.

Let's Chat...

For an informal chat about your Customer Experience requirements please call us on +44(0)1604 805 753 or complete our contact us form and we’ll be in touch.

Our Specialisms...

  • Journey Mapping
  • Winning Hearts and Minds
  • Voice of Customer