How you value your customers is critical to program success. Businesses understand the importance of a good customer experience, and the detriment it can have on their organization. However, often times, businesses are unaware that the decisions made and processes put in place, may be damaging their customer experience reputation. In order to succeed, organizations must be proactive, as opposed to reactive when it comes to understanding their customers.
Our strategy helps businesses such as yours succeed in understanding your customers. Our team of professionals are able to quickly assess your current process, and identify any areas of opportunity. We do so by breaking down the process into 4 components. CX Review, Customer Road Mapping, Operational Review, CX Improvement.
Customer Experience Review
Our comprehensive review of your customer experience process takes the guessing out of the equation. Perhaps you know something isn’t working but you can’t quite put your finger on it. Or, you are a true CX rockstar that doesn’t want to wait until something is broken before you fix it. Regardless of the situation, our initial review puts your worries at ease. Our comprehensive review will be able to take a look at your overall operational process, or, focus on a specific process that could be hindering results. These could range from workforce management, staffing, training, quality assurance, technology and vendor management. Whichever the situation, we will be able to assist you develop and implement a plan for success.
Customer Road Mapping
Mapping out the customer journey is an essential aspect to improving customer satisfaction. By understanding the journey your customers take with your company, you are able to see it from their point of view. From there, we analyze what pain points your customers may be experiencing. We first start off by illustrating the entire process. Our visual representation paints a clear picture of every step taken by your customers. As the process is mapped out, we conduct a gap analysis, and uncover critical pain points that may be driving customer dissatisfaction. Lastly, we begin to identify possible strengths and opportunities throughout the process. No improvements can be made, unless you tap into the mind of your customer.
As the customer road map has been laid out, we now need to associate processes with each phase. By doing so, we focus on what current process may be negatively, or positively, impacting customer service. We want to be sure that any positive attributes are continued for ongoing success. However, that doesn’t mean added benefits can’t be made to those processes. When it comes to process review, we want to work closely with our clients. By understanding why the process was written the way it is, we can fully understand its purpose, and engineer it in a way that becomes optimal. It is also important that we involve the end users. The people in the weeds carrying out these practices. How will they be impacted? If they do not have buy in on the improvements, it will translate in the service they provide your customers. Technological review also plays a vital role. Our experts take a look at the technology currently in place and determine if it’s the right fit for your program. If not, we provide recommendations on what software would be best suited to not only enhance the program, but also be more cost effective.
Now it’s time to transform your organization by implementing our solutions. After diligent review and analysis, our team will put together a framework for success. Our final presentation will consist of our findings and solutions for improvement. From there, we work with your team to help implement the solutions so that they know exactly what is being put into practice. Once again, buy in from the end users is key. Their support will be extremely beneficial in transforming your program. Once implementation is done, we will help you track results moving forward. This ensures that the remedies put in place are working and are not going unnoticed. It is important that this process be ongoing. Companies can’t ride the high for a short period. This must be done in perpetuity. Measuring is key. We can design a Customer Satisfaction program that will help measure your customer experience moving forward. In addition, our team will assist you in organizing a CX governance team, that will help ensure continued success. We can also take that weight off your shoulders and provide that service for you.