The Customer Experience Management is a new phenomenon and it’s different from earlier customer movements. Consider some of the trends below and see if they are applicable to your organization:
- Customer Satisfaction is mediocrity. Customer Loyalty & Advocacy are real measures!
- Acquiring a new customer costs more than 5 times the cost to retain an existing customer!
- 85% of customer attrition is because of poor customer experience, not pricing or competition!
- Customers are finding new ways to research & select their purchases. Has your marketing changed in response and driving customer behavior rather than being driven?
- The real fault lines between different processes, departments, divisions and channels are exposed in every Customer Interaction
How can we help you?
Our solution is simple.
- Carpet Bomb of Touch Points : Identify Customer Interaction Points across the Customer Life Cycle. Capture values, levers, barriers & gaps of each interaction point. Usually these are blind spots. Improve its efficacy so that it acts as a motivator and not a barrier for your customers.
- Establish measurement mechanism for Customer Experience
- Recommend improvements in product & service quality & channel effectiveness
- Perform predictive analytics to unearth customer behaviors & buying patterns
- Integrate Customer Experience strategy with existing business strategy & projects
- Improve customer orientation among employees
We also offer One-on-One Coaching for Business Development & Service Heads to Re-wire their touch points. Click here
to know more.
What have we done?
Evolve Customer Experience Strategy
A customer experience strategy has a profound impact on the overall organization. It has to consider several intiatives such as product offering, pricing, channels, touch-points, technology, staff behavior and attitude, problem handling capability and service quality initiatives, customer research, surveying, competition benchmarking, technology enhancements, process improvements, staff training, incentives, etc., We have worked for a Bank to evolve their customer experience strategy.
Customer Interaction Mapping
Multiple channel, several interactions- How do we map them?
We mapped the value-at-point, barriers, levers & gaps at critical touchpoints of multi-channel services organization. With this we were able to remove key barriers which were preventing their customers farm buying their services faster.
Customer Loyalty surveys – Net Promoter Score (NPS)
We have designed Customer Loyalty Surveys (NPS) and follow up surveys to measure customer satisfaction and loyalty for a ITES company. We also assisted them in not just the rollout, but to increase the response rate of the survey and its results collation.
Duration: 15 days
Roll out Service Excellence Program
For a Bank, Neil deployed ‘Service Excellence’ workshops across Asia, Europe and US. He trained CXOs and business heads in UK, New York, Singapore, India, Thailand, Dubai and Bangladesh. Then through a combination of mentoring & group facilitation, priority areas for customer experience were identified.
Customer Predictive Analytics
For a IT services company, we used predictive modeling to identify the key drivers for customer loyalty. This facilitated the decision making for marketing, sales, delivery and pricing. The predictive analytics used Ordinal Logistic Regression to create the model. We also identified how the current customer satisfaction survey isn’t comprehensive and proposed a revision. Duration: 10 days
Kano Survey
For a white goods manufacturer’s new product, as a part of the customer research, Neil designed and deployed Kano survey used to identify customers’ priority on product & service requirements. Based on survey results, customers’ priority were classified as must-be, one-dimensional & delighter. This survey is regarded to be of competitive advantage especially when it comes to features & functionality. Duration : 2 months
Complaint Management System
For a financial services firm, Neil helped in benchmarking various customer complaint handling processes. Based on this, an apt process that suited their environment was established and rollout with the help of suitable technology solution. The technology wasn’t the real bottleneck, it was the people’s attitude towards complaints! Duration: 5 months
Read more about our Strategic Planning Engagements here