Monthly Workshop Training
Customer Experience CX
HUMAN-CENTRIC
A HUMAN-CENTRIC APPROACH
To us, being human-centric means exactly how it reads - putting the Human at the center of everything you do. For your business, those humans are your employees and customers!
Organizations taking a human-centric approach are deepening relationships and increasing trust to quantifiably set themselves apart from the competition.
Customer Experience (CX)?
Customer experience is currently the top priority for businesses and the reason is simple - increased revenue and higher profits!
When examining your Customers' Experiences (CX), we dig into the interactions and direct and indirect experiences that your customers are having with your company throughout their entire journey and over the life of the relationship they have, and then we work with you to optimize those experiences at each touchpoint.
Research by American Express found that 86% of customers are willing to pay more for a better experience.
The most essential requirement to creating a positive and consistent customer experience across multiple channels, and in multiple countries,
is a solid Voice of the Customer (VoC) program.
We Start With Discovery
VOC
Discover
Voice of Customer (VOC)
Understanding your customers is the number one most important element to operating a successful business.
A solid VoC program provides you with the ability to understand your customers better and their changing needs, interests and behavioral patterns, why they need your solutions and how you can help them. It helps you to identify the gap between customer expectations and their actual experience with your business.
By implementing a Voice of the Customer (VoC) program, organizations not only develop closer relationships with their customers but also improve their internal collaboration.
Most importantly, VoC programs help to increase customer retention and create a slew of customer advocates.
Benefits
BENEFITS OF VOC PROGRAMS
RETAIN &AND GAIN ADVOCATES
First and foremost, a VoC program demonstrates care. It enables you to engage with happy customers, validating their importance, and to re-engage with unhappy customers, resolve any outstanding areas of concern and retain customers for longer. What’s more, you’ll also drive positive word-of-mouth and referrals as previously dissatisfied customers become your advocates.
DIFFERENTIATE YOUR COMPANY
Customer experiences are a key differentiator for both B2B and B2C organisations. A VoC program is essential in understanding, improving and optimizing experiences which create loyalty and advocacy.
IMPROVE YOUR SELLING PROCESS
Customer feedback is used to better understand how you can meet customers’ needs through additional products and services, or a different method of selling, marketing or distribution, and in many cases, tailored to person or industry, improving their experience once again.
STREAMLINE YOUR PROCESSES
Every business, particularly those that have grown through acquisition, has legacy processes that confuse or infuriate customers. Use the Voice of the Customer, linked to the Voice of the Employee, to reduce costs by identifying broken processes, streamlining them to create better customer experiences and reducing the time your customer teams spend resolving issues.
DRIVE ORGANIZATIONAL CHANGE
Organizational change requires significant external pressures, and none is as strong as the Voice of the Customer. Use customer feedback to guide any restructuring or organizational change process, create more effective customer touchpoints and build consistent processes that support your teams and create a customer-centric culture.
TYPES OF RESEARCH
Qualitative research involves gathering and analyzing information about a particular topic from interviews or focus groups. It can be conducted using face-to-face, telephone or online methods.
The benefits of qualitative research are that you can have face-to-face discussions with people who truly know the information you need, providing you more insight into how your market and target audience views your products or services.
Qualitative Research
Quantitative research methods are helpful when conducting market research because they help you to compare your product to others. Quantitative research can be performed with a variety of tools, typically surveys and audits.
Quantitative Research
VOC RESEARCH TECHNIQUES AVAILABLE:
Interviews
Surveys
Focus Groups
Feedback Forms
Audits
Polls
