Customer Experience Consulting & Services
Genroe’s CX Consultancy has 20+ years of experience in all aspects of Customer Experience: research, analysis and and implementation.
We help you generate more value faster from your CX transformation journey.
Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with
David Schekoske
Iron Mountain
I know 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
GraysOnline
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
Customer Experience Strategy
Like any other major business initiative, launching a successful Customer Experience change 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.
Our CX consultants will work with you to deliver:
- 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
Customer Journey Mapping
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.
Our 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
Customer Experience Governance
Critical to success is a solid 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
CX Measurement Systems
If you want to manage it, first you need to measure it. Or so goes the saying.
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 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 to initiate service recovery
Customer Experience Research and Insights
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.
Let's Talk Customer Experience
Let’s chat about your business and what you’re looking to achieve in your customer experience journey.
No obligation.
No pressure.
Just honest to goodness advice.
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Contact Us
- info@genroe.com.au
- +61 2 9191 4700
- Book a Meeting
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Level 33, 264 George St
Sydney, NSW 2000
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