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What does our Customer Experience Program look like?
The following elements make up our typical program, and are a mixture of
interactive workshops, training sessions, working groups and collaborative
support & guidance within your business.
We see the following as very much a ‘menu’ and dependant on your particular
situation, needs and objectives, you may require all/some of these elements.
Discovery
This is about really getting under the skin of your business and establishing, not
how customer focused you believe it to be, but just how customer focused it
really is. Mystery Visits, Mystery Calls and time spent talking with employees
from every function and at every level across the business. This will give us a
very clear and objective picture of exactly where the business is.
Hearts & Minds
Critical to the success of the program will be the engagement of every single
employee from every single function, across the business. This element of the
program will ensure they understand what Customer Experience is, how it
differs from Customer Service, why it is important, how it affects them and the
business and also the role they can play.
Vision & Values
This is about creating totally clarity on what the organisation is trying to achieve
and how it will be done. The first stage is to involve employees from across the
business to create the Vision & Values. From there it is then about cascading
them, bringing them to life, giving them meaning & ensuring they become part of
the everyday language & operation of the business.
Voice of the Customer
Gathering objective feedback from your Customers, in a variety of ways, to
establish what they think and how they feel about your business. This will
customer experience
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highlight considerable opportunities to develop the Customer Experience and
drive loyalty.
Journey Mapping
This is very much about seeing the business as the customers sees it. Looking at
every single touch point, every single interaction, every single part of the
process a customer undergoes when doing business with your organisation. This
always creates many light bulb moments and highlights a considerable number
of opportunities to improve the end to end Customer Experience.
Service Recovery
Understanding why complaints should be welcomed & the opportunity they
offer to create loyal customers and drive improvements to the business.
Reward & Recognition
How do we encourage & reward the right behaviours? This is about catching
people doing things right. It is also a great way to bring fun into the program.
Communication
To support the overall program, create awareness and ensure momentum is
maintained. This is about keeping it alive, letting everyone know what is going
on, what is working, sharing Best Practice and again, creating fun and
engagement
Planning
The various processes, particularly Discovery, Hearts & Minds, Journey Mapping
and Voice of the Customer, will highlight multiple opportunities to improve the
Customer Experience. This element is about prioritising, creating the work
streams, setting the objectives and allocating resource.
Embedding
We actively work with the organisation to help bring to life the opportunities
identified. We believe in providing practical support, through our experience,
expertise and knowledge, and helping to move from theory to practice and bring
the Customer Experience to life for your customers.

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Measurement
If we are to assess progress and establish what is working and what is not, it is
critical that we measure. We help to establish:
o What are the KPI’s we are going to use?
o Where are we now and where do we want to be?
o What are the timescales involved?
o Frequency of measurement?
o How will measurement take place?
Deliverables
• An engaged workforce which understands Customer Experience, what it
means, why it is important and how it affects them
• A Vision and Values statement, created internally, which will determine
the strategic and operational direction of the business and also the
behaviours which will deliver the Vision
• Objective assessment of where the organisation sits in terms of customer
centricity, based on:
o Customer Feedback (qualitative & quantative)
o Net Promoter Score
• A Customer Journey Map which will provide a clear understanding of
every single touch point your customers have when doing business with
your organisation and how to improve the journey
• A Plan for the organisation to develop its overall Customer Experience
• A selection of tools & techniques to ensure sustainability (i.e. Journey
Mapping and Voice of the Customer)
We believe in tailor making programs for our customers. Whilst the end
objective may be the same, to deliver a great Customer Experience, every
business is different. Be it the leadership, the culture, the market, the challenges
or the opportunities, each one requires a bespoke approach.
We recognise that you and your team know your business better than anyone.
We will work with you, in a very collaborative style, to deliver a program which
blends your knowledge of your business with our expertise, to deliver a solution
which will enhance the Customer Experience your organisation delivers, and
increase sales and profitability