Total or part review of your customer experience/voice of the customer programme, including data and results to identify areas for improvement and optimisation.
TYPICAL ELEMENTS INCLUDE;
- ‘‘What’s it really like to be a customer?’ – looking through the lens of the customer versus the lens of the organisation
- Understanding your customers’ behaviour and how you make your customers feel
- Customer journey mapping and a review of actual customer experience at ‘moments of truth’
- Customer experience modelling – looking at how a particular business process impacts the customer
- Identify priorities for improvement using action planning tools
- Customer and employee feedback and communication review
- Process design for a great customer experience
- Review of customer effort – does it outweigh value?
- Review of customer experience risks – in implementing new products or revised processes
- Survey design review including rating scales, question wording and eliminating bias in your results
- Understanding Customer lifetime value
- Customer segmentation and prioritisation
- Customer master classes – ‘Think like a customer’
- Customer experience coaching action planning meetings
- Review of multichannel customer feedback and findings
- Ownership, accountability and commitment barometer
- Setting up a customer forum
- Tracking tangible improvements and traction with customer dashboards