Almost every organisation understands and recognizes that they are in the business of creating a healthy customer experience – reating value. Many understand that it’s no longer enough to compete in the customer place; how an organisation understands, rganises, creates and delivers value for its stakeholders is beginning to be as important as what it delivers.
Customers from any domain increasingly expect high levels of value from the savviest practitioners and the sleepiest industry participants alike. Entrepreneurs who work to master this dynamically become saucerful in the marketplace. We offer Creating Healthy Customer experience: Creating value through transforming customer journeys.
Our efforts and choices are shaped by many customers through years of working with them. We understand that the best customer-experience efforts begin with a “Customer” perspective driven by what the customer values. That makes the task of organizing and governing customer experience unique even among organizational designs that rely on cross-functional collaboration.
We help entrepreneurs to explore the critical elements of an effective customer-centric approach, which can deliver value to customers and stakeholders. These include the central role of customer journeys, rather than touchpoints, in organizing and measuring improvement efforts; the importance of establishing a vision to bridge the gap between the top line and bottom line; the key role of measurement systems that allow an organisation to hear the voice of its customers; and the essential link between customer experience and value creation that can elude even the best-intentioned efforts.
A large chunk of customers expects you to deliver context-specific, customised and personalized interactions - and they do not mind migrating if they don’t like their experience.
What was previously considered to be a great customer experience has no longer been good enough and almost all have been thrust into reorganizing and re-engineering their approach to customers.
What customers value is the lifeblood of every organization, it may be a colour, shape, line, dot or curve; the resource they spend is the oxygen that enables the enterprise to exist, grow and succeed.
There is a rhythm defined by values associated with how the customer and organization transact and interact with each other over time.
With this cadence comes the opportunity to deliver experiences that in turn establish and sustain enduring relationships and drive value for both sides.
Organizations that were able to maintain the value rhythm with their customers were ranked higher than those who are not.
Organizational success emphasizes the application of the values of experience: Integrity by acting ethically and demonstrably in their customer’s best interests.
A focus on resolution and proactively addressing customer expectations.
The accurate setting of tangible and intangible expectations.
Reducing the time and effort customers need to expend by enabling frictionless interactions and then delivering a customized experience with empathy and compassion.