CUSTOMER EXPERIENCE CX IS THE KEY DIFFERENTIATOR Our world is undergoing rapid changes in many arenas. Our customers are getting more powerful and make demands which have not been seen before. They want to be served through various channels, they want to get things done fast, seamlessly, without efforts.
satisfaction
Customer Experience Management deals with interactions with customers and the sum of all experiences a customer has within all touchpoints with the company through all available channels. It seeks to develop a loyal and long-term relationship with the customer. Customer Experience (CX) is a key differentiator in today’s business world. Based on DEVELOR’s International Customer Experience Survey, corporate decision makers reported 21% total income loss where they fail to provide positive, brand consistent CX. There is a huge amount at stake. Achieving customer centricity means that we understand our most valuable customers’ needs, expectations and preferences. It implies knowing when to be there for them and when to stay away and once we attend to them, we deliver on our promises.
loyalty
advocacy
The greatest potential for improvement of customer experience is in increasing the commitment of staff to customer experience and its better integration into the corporate culture. Until the topic has not become part of the ‘vernacular’ of the organization, it is impossible to provide lasting and outstanding customer experience to the clients. In most cases the sales and customer service related processes are being documented from operational point of view, but they do not possess those concrete behavior elements that are necessary for providing excellent and unified service. If related standards are not set in a detailed manner and trained in a practical way, front office staff isn’t able to understand them clearly and execute them properly. To win in the marketplace you must first win in the workplace. Only engaged employees make customers your advocates. Recent research proves that high level of employee engagement are associated with client loyalty and higher rates of profitability growth.
DEVELOR improves human & organizational & process aspects of Customer Experience. We concentrate on the human touch – the emotional impact of personal interactions with customers.
We Drive Customer Experience through OBSERVATION
Sophisticated diagnosys of CX drivers and organizational readiness
SUSTAINABILITY
STRATEGY
Change management and implementation support
Build roadmap towards Customer Centricity
PROCESSES
JOURNEY
Service related process design and process improvement
Engineer Customer Journey and related touchpoints
LEADERSHIP
Implement Operational Leadership Model for Managers on all hierarchy levels
BEHAVIOR & MINDSET
Frontline behavior change with implementation of behavior standards
ENGAGEMENT
Improve employee engagement and CX-centric corporate culture
Drivers of Customer Value Engaged People with right mindset and behaviors
Improved leadership model at all levels
There is neither a secret recipe, nor one solution that fits everyone, but there are tools and methods that enable us to fight more efficiently for the enthusiasm and loyalty of our customers.
More efficient and seamless processes
Customer experience is more valuable than customer satisfaction; therefore it needs more effort and innovative power if we want to become the ‘champions of customer experience’. Synchronized elements built on a conscious strategy, along with disciplined induction and implementation by our staff, can turn you to be the reference. We need new paradigms to replace the old. We even have to play on the strings of emotion in order to understand the customer’s soul. There are some breakout points and a systematic approach which create Customer Value and Customer Experience.
DEVELOR Implementation Approach Diagnose & Engage
Develop
Implement
Sustain
Customer Experience Management and Customer Journey
Configure customer journey and design roadmap for implementation of effective customer experience management.
Customer Experience Behavior and Mindset
Create and implement CX behavior standards. Train and implement behavior, change mindset.
Impact Leadership© Model & Routines
Improve context for building customer value, people management, development and engagement
Customer Related Processes
Enhance processes with customer in mind, challenge silo thinking, and engage people in continuous improvement
Development of customer-centric capability cannot happen in isolation to the rest of the business. Transformation needs to be based on building strong foundations which are shaped by strategy and leadership, people and culture, data management and technology. Customercentric focus is then operationalized through daily customer experience management, measurement and agile processes. The alignment is required through the whole transformational process. It requires that each action in the organization has customer focus. It can be achieved through a specific leadership model (aka Governance Model) that defines set of daily, weekly, monthly and yearly routines and drivers that have direct impact on excellent customer experience. DEVELOR as CX expert supports its clients on this journey by providing expertise and capacity. We co-create solutions with our customers and get them implemented at all touchpoints with human interactions. We help implement customer experience management through people with the right mindset and the proper behavior, improved and unified leadership at all levels, and more efficient people related processes. Though your customers expect your company to be as centered on them as they are centered on themselves, customer centricity is a two-way ticket. It is a strategy to fundamentally align what you offer with what your most valuable customers want. That strategy has a specific aim: more profits for the long term.
More than 100 DEVELOR senior experts (consultants, trainers and coaches) are prepared to deliver multi-country Customer Experience projects and other people development programes in 15 languages.
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