What does our Customer Experience Programme look like?
The following elements make up our typical program, and are a mixture of interactive workshops, training sessions, working groups and collaborative support & guidance within your business.
We see the following as very much a ‘menu’ and dependant on your particular situation, needs and objectives, you may require all/some of these elements.
This is about really getting under the skin of your business and establishing, not how customer focused you believe it to be, but just how customer focused it really is. Mystery Visits, Mystery Calls and time spent talking with employees from every function and at every level across the business. This will give us a very clear and objective picture of exactly where the business is.
Hearts and Minds
Critical to the success of the program will be the engagement of every single employee from every single function, across the business. This element of the program will ensure they understand what Customer Experience is, how it differs from Customer Service, why it is important, how it affects them and the business and also the role they can play.
Vision and Values
This is about creating totally clarity on what the organisation is trying to achieve and how it will be done. The first stage is to involve employees from across the business to create the Vision & Values. From there it is then about cascading them, bringing them to life, giving them meaning & ensuring they become part of the everyday language & operation of the business.
Voice of the Customer
Gathering objective feedback from your Customers, in a variety of ways, to establish what they think and how they feel about your business. This will highlight considerable opportunities to develop the Customer Experience and drive loyalty.
This is very much about seeing the business as the customers sees it. Looking at every single touch point, every single interaction, every single part of the process a customer undergoes when doing business with your organisation. This always creates many light bulb moments and highlights a considerable number of opportunities to improve the end to end Customer Experience.
Understanding why complaints should be welcomed & the opportunity they offer to create loyal customers and drive improvements to the business.
Reward and Recognition
How do we encourage & reward the right behaviours? This is about catching people doing things right. It is also a great way to bring fun into the program.
To support the overall program, create awareness and ensure momentum is maintained. This is about keeping it alive, letting everyone know what is going on, what is working, sharing Best Practice and again, creating fun and engagement
The various processes, particularly Discovery, Hearts & Minds, Journey Mapping and Voice of the Customer, will highlight multiple opportunities to improve the Customer Experience. This element is about prioritising, creating the work streams, setting the objectives and allocating resource.
We actively work with the organisation to help bring to life the opportunities identified. We believe in providing practical support, through our experience, expertise and knowledge, and helping to move from theory to practice and bring the Customer Experience to life for your customers.
If we are to assess progress and establish what is working and what is not, it is critical that we measure. We help to establish:
- What are the KPI’s we are going to use?
- Where are we now and where do we want to be?
- What are the timescales involved?
- Frequency of measurement?
- How will measurement take place?
- An engaged workforce which understands Customer Experience, what it means, why it is important and how it affects them
- A Vision and Values statement, created internally, which will determine the strategic and operational direction of the business and also the behaviours which will deliver the Vision
- Objective assessment of where the organisation sits in terms of customer centricity, based on: Customer Feedback (qualitative and quantative) and Net Promoter Score
- A Customer Journey Map which will provide a clear understanding of every single touch point your customers have when doing business with your organisation and how to improve the journey
- A Plan for the organisation to develop its overall Customer Experience
- A selection of tools & techniques to ensure sustainability (i.e. Journey Mapping and Voice of the Customer)
We believe in tailor making programs for our customers. Whilst the end objective may be the same, to deliver a great Customer Experience, every business is different. Be it the leadership, the culture, the market, the challenges or the opportunities, each one requires a bespoke approach.
We recognise that you and your team know your business better than anyone. We will work with you, in a very collaborative style, to deliver a program which blends your knowledge of your business with our expertise, to deliver a solution which will enhance the Customer Experience your organisation delivers, and increase sales and profitability