What is it like to be your customer?

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.