To deliver lasting loyalty amongst your customers your CX effort isn’t a one-off event, you need to plan an ongoing system of customer and employee listening and improvement implementation.
We can help to set up continuous
customer and employee insight
programs, that deliver the information
you need to take action on improving
your CX
For a CX/EX program to have impact, it’s not about the score that is collected, but how the information is analysed, reported and action plans developed. We can help create frameworks and programs that will deliver lasting impact on your business.
Without employee buy-in to your CX program, action is unlikely to be taken. We can help you build the framework for engaging your employees in the program, setting up reward and incentive systems to encourage customer-focused behaviour, and processes for gathering their feedback.
Your CX program shouldn’t just be based on one source of information, it should integrate multiple sources of internal and external data. We can help identify what to include and how to integrate and analyse it, so you get the holistic picture.
To deliver lasting loyalty amongst your customers your CX effort isn’t a one-off event, you need to plan an ongoing system of customer and employee listening and improvement implementation.
The purpose of a Voice of Customer (VoC) isn’t to collect a score, the purpose is to give you the information you need to help you improve the relationship with your customers.
We can help design and implement a VoC Framework, that allows you to take action to improve the CX in your business.
We can guide and advise on how to engage departments and employees, so that your VoC program will have the impact it needs to improve the CX in your business.
Without employee buy-in to your CX program, action is unlikely to be taken.
Additionally, your employees know your business best. Their feedback is an invaluable source of data to help you identify what is working and what is not.
We can help you build the framework for engaging your employees in the program, setting up reward and incentive systems to encourage customer-focused behaviour, and processes for gathering their feedback.
Your customers are already providing you with a huge amount of feedback via social media channels, and you have an opportunity to harness this feedback for your CX program in a number of ways…
Get in touch with us today to understand how we can help your business inspire loyalty with your customers
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