Customer Experience

The only true competitive advantage that really matters is your business ability to create and manage an exceptional customer experience.  If you don’t, your competitors will – and you will lose the one thing that all businesses must have to survive – customers.   Customer experience is a broad concept encompassing all of the touch points (both explicit and implicit) with a customer. It is by nature customer specific.  Customer experience management is the discipline that will drive customer satisfaction to loyalty and then, advocacy.

There are three sub-services within this practice:

• Customer Experience Management – involves a broad facilitated consultation defining the management system for customer experience. Strategy, leadership, organization, process, decision making, people management, culture and technology are addressed. Benchmarking is used as indicated. Results in a medium and long term set of actions and initiatives that establish a roadmap for your company to high performance customer experience.
• Customer Experience Measurement – involves establishing a measurement system and a baseline set of performance metrics for customer experience.  Generally, begins with a touch point mapping facilitation, define potential attributes of customer satisfaction; followed by extensive qualitative interaction/research with customers to determine importance of attributes to satisfaction, loyalty and advocacy. A quantitative program is then implemented to establish a baseline.
• Customer Experience Acceleration – Following the initial baseline measurement (or any measurement cycle) this service involves a facilitated set of session intended to identify the highest return corrective actions in the context of customer experience. The engagement results in a short term action plan and potentially, modifications to the measurement system to ensure that the specific action plans will be monitored for impact.

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