Assess & Audit

Assess & Audit

To understand how your customers interact with your brand, we collect heaps of data to scan for valuable clues.

 

Customer Experience will overtake price and product as the key brand differentiator by the year 2020.” – Walker

What we do

We assess your company’s Customer Experience status, in other words how mature is your organisation in terms of customer centricity. This helps you to know how aligned the leadership team is and identify potential gaps, typically in the siloes between the respective business units’ performance measures.

We also review the current Voice of the Customer in terms of what your customers’ pain points are and how these are addressed to help you design a strategy that would help to transform your business into a true customer-centric business.

Because it is important that the experience must be consistent when your customers interact with you, we review every touchpoint with your brand, i.e. Omni-channels.

We look at any existing internal research to gauge the level of employee engagement which is a key driver of a successful Customer Experience transformation process. We help you to design an appropriate VoE to help with understanding how your employees feel about your brand and working for your company.  This has a direct impact on the levels of customer experience and the ability to grow your business and retain your market

We also use biometrics to measure your customers’ subconscious preferences and behaviour towards your brand, such as their likes and dislikes around your advertising or promotional experiences and even how they navigate your website

The process to become truly customer-centric, and bear the fruits of this differentiation, cannot start without understanding what the status quo is.  The assessments and audits will help you to know where our are, in designing where you want to be

Why it is important

  • Customer experience is becoming more significant as a differentiator and retention driver in business today and you don’t want your business to lag behind. The start to become more customer-centric starts with knowing where you are
  • Blind spots about how customers feel and even just missing the mark will cost your business in the long run. Consumers talk with their feet and keeping your fingers on the pulse of your customers’ experience, will help you to adjust when its necessary
  • Silo’s within companies often create a disconnect between the customer experience vision, service delivery and customers’ experience. To address the gaps you need to know where to start
  • Knowledge is power – the more you know about your product’s reputation in the market place, the more you can be in control of your own brand narrative.
  • Ignoring the “happiness” levels of your employees may be your Achilles heel in your journey to success
  • Having a voice of the customer channel without the internal focus to drive response and innovation will not serve transformation
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How we do this

  • Workshops
  • Interviews
  • Focus groups
  • Observations
  • Journey mapping workshops
  • Immersions
  • Surveys
  • Customer feedback
  • Desk research

What you get

  • A wealth of data on how your brand is doing in the hearts of your customers, to direct your Customer Experience plan design
  • Match this with your brand’s Customer Experience and business goals and identify strengths and shortcomings.
  • Use the results as the basis for breaking down internal silo’s. Through addressing Customer Experience challenges and opportunities jointly, a more consistent overall experience can be achieved
  • You will have insights into the perceptions of your customers that will create the opportunity to innovate around a more differentiated experience
  • You will understand your employees’ impact on your current service delivery and customers’ experience to guide your internal training programmes. It will also help you to review internal processes that negatively impact on service delivery§
  • You are now empowered to adapt and bolster your Customer Experience strategy.

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