Do you know how customers are treated by your company? Do your staff know their impact? By operating a seamless customer experience it will enhance your businesses reputation. With our Customer Experience Management Consultancy service we can support in the delivery of these changes effectively and efficiently. In turn, this will reduce your costs, as well as enhance your profitability.
A company’s profitability is heavily driven by its reputation and your reputation depends on the customer experience. But what is Customer Experience? There are many definitions, some of which can get very sophisticated. However, the simplest definition, as defined by Forrester and posted on the Forrester blog by Harley Manning on 23 November 2010, is
“How customers perceive their interactions with your company”.
At the end of the day ‘perception is reality’. Therefore, Customer Experience covers all interactions with customers, anything from TV advertising and direct marketing to using the product or service and any post-sale customer service. If a company creates an accurate expectation of what it delivers, and delivers that in good value, then the customer will positively perceive the product or service. As a result, this contributes to the reputation of the company.
We use our 7 Steps to Customer Advocacy © to deliver the right customer experience for your organisation. The 7 steps are:
(1) Listen to what customers are saying.
(2) Decide where your company wants to be positioned on the Customer Experience Matrix ©.
(3) Be creative with what that means.
(4) Design what the customer experience actually looks like through ALL interactions.
(7) Measure and improve.
When looking at your brand and strategy, consider how the customer experience links to this. The aim is to create an accurate expectation and then deliver that expectation as efficiently as is possible.