Custom CX Approach

ANALYZE

The first step of our process is to understand and analyze your current situation. We will examine the situation, report back on our key observations, and share our findings and possible solutions.

SOME OF THE CX QUESTIONS WE CAN HELP YOU ANSWER AT THIS STAGE

  • Are you currently delivering on your brand promise?
  • Is your customer experience strategy well-defined and well-known by your employees?
  • How can you reduce the number of detractors in your Net Promoter Score (NPS)?
  • How can you move the satisfaction needle to shift satisfied customers to extremely satisfied?
  • Is your customer service team ready to deliver a flawless customer experience when you launch a new product that will significantly increase your customer base in a short timeframe?

STRATEGIES

Depending on your specific needs, we may use some, or all of the following at this stage:

  • Conversations with employees (such as executives, leaders, managers, frontline staff, etc.)
  • Observation in action (such as mystery shopping or call monitoring)
  • Analyzing various types of customer feedback from all sources

DELIVERABLES

  • Detailed report, including context, objectives, current strengths and opportunities (and their root causes), and recommendations for future research
  • A presentation of the report by our CX expert to your management team
Click on each deliverable example below to see the full-size versions.

 

TAKING IT FURTHER

Following the ANALYZE phase, we can accompany your internal team as you implement the changes necessary to improve your customer experience. We can help you drill down the findings, identify what to prioritize, and suggest the most effective initiatives and tactics for meeting your objectives.

RECOMMEND

During the RECOMMEND stage, we focus on defining the ideal customer experience for your customers, assessing where your opportunities lie, and preparing for action.

SOME OF THE CX QUESTIONS WE CAN HELP YOU ANSWER AT THIS STAGE

  • What are the key stages of your customer journey, from prospect to brand ambassador, and what do you need to deliver at each stage to ensure you meet or exceed customers’ expectations?
  • Who are the main groups of customers (aka personas) that are buying your products/services?
  • Where should you start? Which improvement will have the most impact?
  • Which CX indicators should you track, and how can you demonstrate return on investment from the CX initiatives?
  • Do you have the capacity to implement the actions required within time?

STRATEGIES

Depending on your specific needs, we may use some, or all of the following at this stage:

  • Qualitative and quantitative research (may include online surveys, focus groups, in-depth interviews, etc.)
  • Design thinking (collaborative working sessions)
  • Customer journey mapping
  • Advanced analytics (may include root cause analysis or prioritization methods such as Eisenhower matrices, conjoint or regression analyses, Pareto charts, asset classes)
  • Listing the activities required, dependencies, and effort to achieve objectives
  • Identifying key stakeholders and determining the associated impact/message related to the changes you are planning to make

DELIVERABLES

Based on your objectives, the deliverables at this stage may include any of the following:

  • Persona profile sheets (which outline the customer personas who purchase your products/services)
  • Journey maps / service blueprints
  • Business and operations process maps
  • Proposed VoC solutions (including who to survey, following which interaction, at what frequency, using what method, using which VoC system/technology)
  • Project plans
  • Change management plans
Click on the deliverable example below to see the full-size version.

TAKING IT FURTHER

Following the RECOMMEND phase, we can continue to accompany your internal team by advising on what should be implemented within your organization/with customers to achieve your objectives and guide you as you deploy the initiatives.

EXECUTE

By this time, you’ve learned where your strengths lie, where you have opportunities to improve, and the steps you need to take to prepare for action. During the EXECUTE phase, our team will continue to advise and guide you as you implement organizational change. 

At this stage, we can:

  • Help you train your employees at all levels on how to deliver your brand promise
  • Build a Voice of the Customer (VoC) program to help you measure and track customer experience over time
  • Develop action plans and coaching for employees based on customer feedback and VoC results
  • Implement a Closed Loop System to ensure the resolution of customer issues and continuous organizational accountability and improvement
  • Act as a project manager to guide your team on the implementation of customer experience initiatives
Click on the deliverable example below to see the full-size version.

WOULD YOU LIKE TO LEARN MORE ABOUT HOW YOUR COMPANY CAN BECOME CUSTOMER CENTRIC? CONTACT US FOR MORE INFORMATION BELOW.