Customer Experience Consulting Services
Genroe’s CX Consultants have 20+ years of experience in all aspects of Customer Experience: research, analysis and implementation.
Great Customer Experiences Drive Exceptional Business Value
The proof is in: companies that deliver better customer experiences generate more shareholder value.
From 2011 to 2021 a stock portfolio of companies with high CX generated a 26% annual return vs the “best mutual funds” return of just 19% per annum.
A study by Forrester Consulting found that a modest shift in customer experience generated:
- 6.4% increase in upsell (new revenue)
- Prevented 11.6% of churn (saving revenue)
- Delivered word of mouth sales of 10.3% (new revenue)
(More examples linking customer experience to company revenue >>)
Improving the customer experience also drives down operating costs and improves company efficiency.
Genroe client AccessPay lowered staff turnover and staff acquisition costs when they invested in better CX.
Macquarie Telecom found debtors days outstanding dropped as customer experience improved.
Another Forrester study showed operational efficiency improvements contributed 40% of the total value generated by improvements in customer experience.
It’s clear: there is substantial value in delivering a better experience for your customers.
The question is: how do you go about the difficult task of improving CX?
By partnering with an organisation that’s done it many times before and who can guide you along a proven path to success.
Genroe Customer Experience Consulting
Since 2002, Genroe has been working alongside it’s CX clients:
- Helping them to understand deeply what’s important to their customers,
- Supporting them to drive that understanding deep into organisation;
- Building processes to diagnose root causes and makes changes to CX today and tomorrow.
Every client’s needs are different so Genroe tailor a mix of proven approaches and core CX services covering:
Client CX Success : AccessPay Lifts NPS from 15 to 50 in 2 Years
AccessPay is part of the listed company SmartGroup.
Through consistent focus, individual and team action AccessPay lifed it’s NPS from 15 to 53 in the two years from December of 2019 to September 2020.
Client CX Success : Zip Water UK Lifts NPS from 5 to 73
Zip Water UK is a part of global organisation Culligan Water.
In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers.
CX Strategy
"B2B Companies that aligned their CX Program with their Customer Strategy experienced +12 NPS gain."
Like every major business initiative, launching a successful Customer Experience process requires the right strategy.
Success does not start with a roll out plan. It starts with executive buy-in and a robust business case that creates an irresistible need to launch.
Genroe’s CX consultants work with you to create a CX Strategy that delivers:
- Executive Buy-in: Getting the C-Level on-board
- ROI Calculation: Estimate Value Creation Opportunites
- Business Case Support: Document the CX Business Case
- Execution Strategy: Building in success
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Customer Experience Governance Coaching
Critical to success is a solid CX governance process for your organisation.
CX Governance may not look as exciting as other parts of the process but you need great CX governance to have great CX outcomes.
- Design of the right Governance framework for your organisation
- Engage with Stakeholders: Customers, Employees and Managers
- CX Governance Process Design
Culture and Change Management
CX Transformation is a big change and it needs to be communicated effectively. If you don’t pro-actively manage the change, individuals and pockets of the organisation will resist reducing success and slowing time to value.
Our experienced Customer Experience consultants help you to design and launch a project management lead change process to:
- Identify Stakeholder Groups: that need to be considered
- Prioritise Stakeholder Influence: On success and day to day job impact
- Identify Potential Issues: And internal communications to overcome
- Employee Activation: Actively engage employees in the CX process
- Execute Pro-Active Interventions: To bring key stakeholders on board
Case Study: Genroe client Wolters Kluwer’s internal video supporting CX culture change.
Buyer Persona Development
With deference to George Harrison’s classic song lyric…
If you don’t know your customer’s persona, any customer experience will take you there.
Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to serve.
Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, loyalty and lower costs.
Genroe CX consultants help you identify and validate your buyer personas so the experiences you design match their needs.
One of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.
Jeff McLean
Grays
COO & Director
Customer Journey Mapping Support
Customer Journey Mapping outlines the steps of customer experience, from the customer’s perspective. With a good Customer Journey Map you can identify, understand and act on (improve) each aspect of the experience.
Genroe’s Customer Journey Mapping services help you to uncover and map:
- Which Customers: Prioritise your high value customers
- Which Touchpoints: Focus on the right areas
- Which Opportunities: Prioritise quick/high impact wins
A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.
CX Measurement System Design and Implementation
NPS leads the pack as the most trusted metric in B2B, with 41% of players nominating it as their most preferred metric
If you want to manage it, first you need to measure it.
So it is with CX.
As part of the CX initiative you need to implement systems to collect and manage information on the customer experience in real time.
Genroe customer experience consultants can help you launch a B2B CX management system that’s best practice on day one.
- Automated data collection: Easy integration to your existing CRM
- Automated report delivery: Excel be gone + Easy report creation
- Identify CX Drivers: Uncover what is driving customer perceptions
- Automated alerts: Real time closing the loop initiation
Customer Experience Research and Insight Delivery
CX programs require a solid underpinning of ongoing customer experience research and insights to identify the best opportunities for improvement.
Our CX data analysts help you to understand what customers actually think.
- Customer Experience Survey Design: Creating an effective survey
- Survey Execution: Coding, delivery and data collection.
- Analysis: Statistical analysis to uncover hidden customer insights.
- Reporting: Engaging with Senior Executives to deliver findings.
If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.
Peter Perla
Sumo
Executive General Manager
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