What is Customer Experience (CX)?
Think of CX as an overarching
function of quality that is
an ongoing process to make sure customer
satisfaction and maximum opportunity is achieved to a level of loyalty.
Acquire more business
by execution not exhibition (traditional sales & marketing).
"small intentional moves start the flywheel"
Why CX Consulting?
Without customers, your business doesn't exist. Taking input from
all your customers is great but not scalable and may not be
good for your sustainability.
You need the right people in the right place.
This can create different functions crossing efforts with
different goals. CX consulting sits in a fresh place
with your customer's perspective to drive
and prioritize which actions to take .
You invest in your business internally (ROA, ROE, ROI)
Why not allocate and prioritize investing in your customers (ROCx) and
your employees (ROEx)?
What We Do
Improve your place in the market by improving your
customer's (CX) and employee's experience (EX) to build a company culture and customer following using strategies and actions to
bring fast and sustainable impact.
From one-time assessment to ongoing fractional CX Director, partner up to
drive business investing in your CX and EX to identify
and continue improvement in your business whether
its a project, department or complete process change.
How We Do It
-Discover Opportunity
-Design for Change
-Implement
-Execute and Sustain
CX Assessment: What are you currently doing?
Customer Journey
There is a total journey experience of what you offer but there is also a journey of each piece from customer discovery, initiation, transaction and retaining. Earn Trust- Keep Trust - Gain More Trust.
Do you have maximum customer trust? Are your customers categorized?
Focus
Product, Service, Event: all categories have their own unique experience planning. Remaining true to what you offer aligns you with ensuring impact! A lot of times customer loyalty is NOT because of a direct product but add-ons, indirect benefit, perks, status, memories and other fringe.... don't miss these.
What category do you offer? Have you "commoditized" your business to know why customers choose you?
Data Analytics
Without analysis paralysis data should be tracked or benchmarks created to ensure efforts and investments in your CX and EX are tracked.
What does your target experience look like? How can it occur more frequent?
Brand Messaging
Exhibition and awareness is a great way to market your company broadly. Pointed marketing efforts will ensure customers are aware of improvements, additional services and investments made to improve their experience.
Are your customers seeing what you want them to see? Are your employees aware of what sets you apart?
Employee Training
ROE= Return on Employee.... your most valuable asset. Without invested employees you can't have passionate customers.
What are you doing to improve your team ? What formal and informal meetings, on-boardings, KPI reviews and reporting structure alignment is being reviewed regularly?
"Employees bring Will and Skill employers need to remove the Hills"
Competitor Analysis
Knowing your points of difference now and keeping in touch with direct and indirect competitors as well as trends is a necessary and valuable tool.
Who and what is your competitor? What is your competitor doing or not doing that creates opportunity?