Customer Experience

Customer Experience and Voice of Customer Assessment

Objectives:

  • Gain understanding of existing program goals, strategies & competitive positioning
  • Evaluation of customer feedback tools, analytics and closed loop processes
  • Identify key customer feedback and trends affecting performance

Assessment:

  • Identify best practice and effectiveness gaps in Customer Experience & Voice of Customer programs
  • Identify the most critical Customer Journey interaction points
  • Capture processes with the greatest impact on loyalty and purchase decisions

Assess your current Customer Experience Maturity HERE

Strategy Development

Objectives:

  • Evaluation of existing Customer Experience strategy, corporate strategy & alignment
  • Refine or establish corporate strategy focused on execution
  • Establish Customer Experience strategy necessary to achieve corporate objectives and create competitive differentiation

Strategy development:

  • Articulate long-term & short-term goals, initiatives, owners, and measurements
  • Design desired customer journey and experience
    aligned with vision, mission, values and corporate strategy
  • Identify critical to Customer Experience metrics, processes and tools

Assess your current Customer Experience Maturity HERE

Customer Journey Mapping


Objectives:

  • Create visual representation of what the customer thinks, sees, does and feels during interactions with your company

Customer Journey Mapping:

  • Create an internal hypothesis of this journey, validated by customer interviews
  • Identify “Moments of Truth” where the customer is delighted or frustrated
  • Provide insight on where the actual experience strays from the Customer Experience Strategy
  • Prioritize process improvements based on experiences that damage the customer relationship

Assess your current Customer Experience Maturity HERE

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