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Client-focused strategies to enhance revenues, drive new and repeat business, and delight your customers
Our goal is to offer specific guidance and consultation to help you on your Customer Experience journey, and to deliver measurable results: More sales, happier customers, and more efficient processes.
What does a successful engagement look like? At the very beginning, it starts by defining your goals. Often, we encounter companies that have a broad goal of simply improving customer service, and we take the opportunity at the outset to help more narrowly define that goal. For example: Do you want to change your Customer Experience environment so that you reduce customer churn? Bring on more new customers? Improve your reputation? Or maybe you are looking internally, and want to address a problem like high staff turnover in the customer support area?
Once we define the goals, we create a roadmap of how we will get there, and set out specific metrics that will be used to measure success.
We use a six-step process as part of our consultancy:
Developing a positive Customer Experience is all about knowing your customer, and we begin our engagement with that in mind. Before we help you get to know your customer, we need to know you – what is your company all about? What sort of history have you had with Customer Relations? Who are the key stakeholders that guide your Customer Experience strategy, and who are the customer-facing employees who actually carry it out?
What do your customers think about you? In today’s social media environment, reputations can be damaged far more quickly than they are built up. We take stock of how you are perceived by your customers. Often in addition to interviewing internal stakeholders, new ideas, goals and flaws will be highlighted by customers that have not been considered by internal staff.
Now that you have some information, what do you do with it? This is what we call the “so what” assessment – where we define what the information means, and what we can do about it and towards what goal.
Having specific goals in mind is part of the process. What are the key opportunities for improvement? We look here at what areas can be improved, and how it can be done. These opportunities may range from re-evaluating and re-designing customer-facing processes, adding more measurement and metrics into the mix so that you have a constant finger on the pulse of your customer experience, or bringing in a new technology, such as Unified Communications, to simplify the ways in which customers can communicate with you.
Sometimes doing what everybody else has done before just isn’t enough. Innovation is a learned process, and during this part of our engagement, we will work with you to first, show you how to innovate, and then put together a team to get the innovation process started. True innovation is a collaborative and creative process, and your new Innovation Team – with our guidance – will help bring out new ideas, processes and strategies that will propel you towards greater success and profitability.
You started out wanting to improve your Customer Experience. So how do you know when you’ve done that? First of all, it’s by realizing that the Customer Experience is not a “soft” deliverable. It can be measured, and in very specific terms. Once we have metrics and a baseline in place, we continue measuring success against progress, and this gives us an even greater opportunity to refine our methods, tactics and strategy to respond to feedback.