Customer Experience
Leading companies know that great products are necessary but not sufficient; in today’s world, you have to deliver great customer experiences. But businesses have so far focused on optimizing customer touch points around product and service. In the past this has been a successful approach to increase sales and loyalty. Now, it’s no longer enough. Despite heavy investment in CX many companies end up making only incremental fixes to the status quo—achieving just 5% to7% year-over-year improvement in customer satisfaction.
To power real progress—the 30% to 50% improvement needed to make meaningful impact—companies need a customer experience revolution, not an evolution. The way forward is to take a holistic, dynamic view of who customers are and what motivates their behaviors—and to treat them as more than just buyers. Today, brands must enhance customers’ lives through new experiences that go beyond short-lived transactions. Companies need to have the enterprise-wide imagination, vision and empathy for the customer that will drive them to find creative ways to engage and serve people who crave simplification.
By evaluating what brings value to customers and reconsidering how a brand promise fits with customer needs, companies can refocus their efforts to drive growth and relevance.
What we do
Customer experience diagnostic
We offer comprehensive customer experience diagnostics, including customer journey mapping, Voice of Customer analysis, and data analytics to identify improvement areas
Customer journey design
We work closely with clients to design journeys that delight the customer, and reinforce the brand. We approach journey mapping with a human-centered, zero-based design approach and a clear view of customers, intermediaries, employees, and other constituents.
Organisational re-wiring
We help rewire organizations around the customer journeys that improve revenue, satisfaction, and operational costs. We collaboratively determine how to best scale and embed these journeys into the organisation.
Our framework focuses on both the business impact of an improved customer experience and the operational excellence required to enhance cost-to-income ratios. By taking a holistic approach to customer` experience management, we position clients to achieve innovations that cut across the business. The cross-functional teams we help build, deliver outcomes that simply aren’t possible in organisations where functions such as marketing, sales, and operations remain siloed.
Customer Experience Methodology
Measure business impact
We equip clients with the capabilities to assess every customer interactions; the resulting insights measure the customer experience and suggest interventions that improve each step in the customer journey.
Innovate the customer experience—from scratch
Armed with a deep understanding of how customers interact with companies we help clients envision a future state and then effect breakthrough improvements essential to achieving the target.
Deliver customer journeys—front to back
We help clients consolidate and coordinate multiple change initiatives aimed at improving customer journeys. This includes pooling talent and funding from across the company to create multifunctional teams focused on delivering results far greater than the sum of their parts.
Activate a customer-first culture
We show clients how to make the customer experience the responsibility of virtually every leader and employee. This includes prioritising the importance of customer experiences, designing the right reward systems, and fostering dialogue between senior executives and front-line leaders on what teams are learning from customers.
Synchronize and unify customer engagement across channels
Our customer experience consultants help clients create a 360-degree view of the customer that’s consistent across the organisation—by engaging with customers through seamless, personalized interactions across multiple touch points.
