How difficult do we make things for our customers? You may not ask yourself this every day, but it is a very important question if you want to remain relevant as a company.
Today, consumers have a very large number of options to choose from, allowing them to decide for themselves - after the necessary research - where, from whom and through which channel they buy something. In addition, they can share feedback via various (digital) channels. Unfortunately, a bad customer review is posted so much faster than a good one. That's why it's crucial to understand what your customers really expect so that you can respond proactively.
However, these expectations are constantly changing, as is the world around us. Now more than ever, we are shifting from a product-oriented economy to an services-oriented economy, and from an offline world to the integration of the digital solutions into our daily lives. Who still buys a pile of DVDs nowadays when you can subscribe to numerous streaming services?
When your organisation puts the customer first, your service offer automatically adapts to the needs of your customers. Research shows that customer-focused companies create more value (S&P 500 index) and are ultimately more successful. That is called Customer Excellence.
Our Customer Excellence (CX) advisors are happy to support you in 3 areas:
- Research and measurement
Research and measurement
There are many ways to find out how the customer feels, behaves and what he/she expects from your service. On the one hand, you can actively question and measure their opinions yourself. Think of the smileys in the supermarket to find out how the customer experienced his buying experience, or periodic in-depth interviews with your most important customers, giving you a wealth of information. In addition to actively gathering customer feedback, it is equally important to structurally capture and analyse data you receive on a daily basis via various channels (e.g. social media).
Keep track of these insights and data in a clear dashboard. This enables you to track customer feedback and data over time, so you can predict changing customer expectations. After all, customer insights are extremely important when drawing up targeted KPIs in order to continue to optimise your business.
Our CX experts will be happy to assist you in:
- Qualitative and quantitative customer research
- Measuring and analysing customer behaviour (NPS, CSAT,...)
- Customer-oriented KPIs and dashboards
Whether you come into contact with a customer every day or rather help him indirectly from a distance, everyone’s position in your organisation is equally important to guarantee the customer of an optimal experience. Take a look at a restaurant, for example: from the waiter to the kitchen assistant, everyone is just as crucial to make sure the customers enjoy a tasty culinary experience.
If you invest in a customer-oriented culture, it is important that all employees breathe this culture, both in their mindset and in their behaviour. In other words, a customer-oriented culture is deeply rooted in a company's DNA.
This may sound like a bit of a feat, but with our Customer Excellence Business Game you are taking the first step in the right direction. In this business game, employees (at all levels and from all departments) get to collaborate in an interactive way. The game is fully attuned to the journey of your customers and allows teams to empathise with how the customer feels and behaves during these phases. In this way we create a customer-focused mindset among employees, keeping in mind the customer expectations. In addition, with the help of our experts/facilitators, we search for solutions that can be implemented immediately in your organisation as your employees come up with concrete solutions for current and future challenges during this interactive experience.
Besides the Business Game, you can also count on our experts for:
- CX maturity scan
- Customer-focused behaviour and communication
"Innovation is change that unlocks new value"
In order to continue to create value for your customers, it is necessary to (re)design products and services from the customer's experience. This is called 'customer driven innovation'. It is of great importance here that you know which path the customer takes before he/she buys a product or service. And that 'journey' starts before stepping into your shop or consulting your website. That is why it is recommended to map all possible touch points where (potential) customers come into contact with your organisation, where they get stuck and where they drop out. Based on these insights, you can then adjust your product or service in order to create the most value for your customer and build a customer-focused business.
Please consult our experts for:
- Customer driven innovation
- Mapping the customer journey
- (re)design of services and products
If you would like to receive more information, do not hesitate to contact our specialists.