Customer Experience Management Solutions and Consultants

Customer Experience Management is a business strategy that  focuses and redefines the business from the customers' point of view.  A Customer Experience Strategy defines how to deliver value from the customer, enterprise and employee perspective.

Our customer experience management strategy service uses a proven methodology to help you differentiate yourself from the competition and develop a strategic way to maximise growth and profits.  

Link customer experience changes to enterprise performance 

There is now a strong body of evidence from respected sources that improving the customer experience increases growth and shareholder value.

• A one point increase in customer satisfaction (as measured by the ACSI Methodology) is associated with a 7% increase in cash flow.  For firms with higher customer satisfaction the risk associated with future cashflow is reduced resulting in a lower cost of capital⁽¹⁾
• Allianz, a global insurer, reported that its operating companies that had above average net promoter scores for the markets they were operating in grew 4 times as fast as those that were below the market average⁽²⁾
• A 1% change in satisfaction (as measured by the ACSI) is associated with a 4.6% change in market value⁽³⁾

We will help you and your key stakeholders understand the correlations for your own business.  

Focus investments on what customers value

Market research provides long list of customer wants and needs, subdivided into ever smaller segments but how do you know where to start?

Either working with your existing research base, or conducting new research we will help you prioritise the various elements of the customer experience in terms of their impact on your customers, your people and your financial performance.

We will also map your existing investment plans onto the elements of the customer experience bring into sharp focus areas of over and under investment.  

Optimise channel configuration and operating model

We combine your management information with comprehensive data we gather on volumes, costs, customer impact and handling processes for the interactions you have with your customers in each of your channels.

We analyse how customers are interacting with you and why.  We use this information to design an optimal configuration for your business and develop interaction strategies for each major contact reason to optimise its value, taking into account both the customer and the enterprise perspective.

Design customer experience management processes

Customer wants and needs aren't static.  They change based on experience both with your enterprise and every other enterprise they come into contact with.

While 95% of enterprises claim to collect customer feedback, very few of them effectively use that feedback to drive cross functional improvements across the silos that make up most organisations.

We'll show you how your management processes and accountabilities need to change to actively manage the customer experience you deliver to maintain your customer advocacy ahead of the competitors in your market. 

References

⁽¹⁾ Gruca and Rego (2005) "Customer Satisfaction, Cash Flow and Shareholder Value 
⁽²⁾ Allianz 2005
⁽³⁾ Fornell, Mitha, Morgeson and Krishnan (2006) "Customer Satisfaction and Stock Prices: High Returns, Low Risk"