Clients use our customer experience management services to design and implement customer experiences that increase customer loyalty and business profitability.
Our customer experience management approach combines continuous improvement tools and transactional customer feedback processes. The feedback is used to diagnose the most important areas for change and the continuous improvement tools are used to identify the corrective action required.
This allows you to identify the highest priority areas for change where they can make the most impact, most quickly. This is a low business risk approach.
This is as opposed to a monolithic change approach where there is a very large pre-design effort looking to redesign large areas of the customer experience. This risks investing in areas that will not contribute substantial to experience improvements. It also brings with it and long project cycles that add risk to the entire process.
Our approach is outlined in more detail in these two posts:
- Do Your Customer Experience Initiatives Have These Flaws?
- How To Drive Customer Experience Innovation Using Transactional NPS
Typical customer experience management tasks include:
Creating a Customer experience map
Mapping the total customer experience clarifies the customer perspective.
Reviewing company processes
Understanding the internal process gives the company perspective.
Identifying the experience based drivers of customer loyalty
What really drives customer loyalty? We use a variety of tools to understand which customer experiences drive customer loyalty. The tools include transactional Net Promoter Score and advanced analysis of existing customer survey and profitability data.
Design a practical solution and create a business case
After understanding the experience drivers of loyalty the customer experience can be re-designed and business cases created. This step provides the vital link between customer investment and business return.
Implement the solution
The solution is normally implemented using a pilot programme approach. During this process we coach your staff in the implementation process allowing them to take over implementation and management of the solution after the completion of the pilot.
Rather than measuring everything in your service quality program, Genroe measures only what impacts on customer loyalty. Making reporting actionable and useful.