What is it like to be your customer?

Struggling with the following challenges in your business?

  • Have you introduced new platforms, but customer satisfaction does not seem to be improving?
  • You are trying to reduce the pressure on your customer service team?
  • Your business is not growing as expected?

What we do

We look at any previous research completed about customers or employees.  As employees’ roles are interlinked with customer experience, it is important to get a good understanding of the employees’ level of engagement with the company, customers, and their role in serving customers.s

Channel reviews and customer feedback

Because it is important that the experience must be consistent when your customers interact with you, we review every touchpoint with your company. How?

We become your customer Our experience CX researchers, review all the touch points with your company to assess how easy it is, what it feels like a customer, what one would expect and see how it stacks up to your service standards.  It is similar to mystery shopping, as the team fully immerses themselves in the role of a customer.  

We ask customers Other approaches include asking customers directly, in customer design groups, observations, interviews or surveys. Unsolicited feedback is also used to get a clear picture of what customers struggle with, such as reviews posted in social media and reviewing customer complaints through customer service department. 

We review the Voice of the Customer programme in terms of what your customers’ pain points are and how these are addressed to help you design a strategy that would help to transform your business into a true customer-centric business.

Sometimes we dig deeper, and in certain situations, we may use biometrics to measure your customers’ subconscious preferences and behaviour towards your brand, such as their likes and dislikes around your advertising or promotional experiences and even how they navigate your website.

We look at any previous research completed with customers or employees.  As employees’ role is interlinked with customer experience, it is important to get a good understanding of the employees’ level of engagement with the company, customers, and their own roles in serving customers. The process to become truly customer-centric, and bearing the fruits of this differentiation, cannot start without understanding what the status quo is.  These reviews will help you to know where you are, and to determine where you want to be.

Why it is important

  • Customer experience is becoming more significant as a differentiator and retention driver in business today and you don’t want your business to lag behind. The start to become more customer-centric starts with knowing where you are.
  • Blind spots about how customers feel and even just missing the mark will cost your business in the long run. Consumers talk with their feet and keeping your fingers on the pulse of your customers’ experience, will help you to adjust when its necessary.
  • Silo’s within companies often create a disconnect between the customer experience vision, service delivery and customers’ experience. To address the gaps you need to know where to start.
  • Knowledge is power – the more you know about your product’s reputation in the market place, the more you can be in control of your own brand narrative.
  • Ignoring the “happiness” levels of your employees may be your Achilles heel in your journey to success.
  • Having a voice of the customer channel without the internal focus to drive response and innovation will not serve transformation.

How we do this

  • Workshops
  • Interviews
  • Focus groups
  • Observations
  • Journey mapping workshops
  • Immersions
  • Surveys
  • Customer feedback
  • Desk research

What you get

  • A wealth of data on how your brand is doing in the hearts of your customers, to direct your Customer Experience plan design.
  • Match this with your brand’s Customer Experience and business goals and identify strengths and shortcomings.
  • Use the results as the basis for breaking down internal silo’s. Through addressing Customer Experience challenges and opportunities jointly, a more consistent overall experience can be achieved.
  • You will have insights into the perceptions of your customers that will create the opportunity to innovate around a more differentiated experience.
  • You will understand your employees’ impact on your current service delivery and customers’ experience to guide your internal training programmes. It will also help you to review internal processes that negatively impact on service delivery.
  • You are now empowered to adapt and bolster your Customer Experience strategy.