Understanding Customer Experience is difference between Profit & Loss. It provides a single financial view of your Customer Relationships as well as the tools for understanding the impacts of your actions.

“Customer Experience is Mission CriticalAudit cover

….It is the next generation of Business Process Management and Re-engineering.

The challenge is that Customer Experience cuts across boundaries both internally and externally.

This means new things to measure across channels and departments.

It is the Science & Management of Outcomes”

Morris Pentel – Chairman

Do your Customers find you easy to business with?

24%

Customer’s view

94%

Internal View

What happens in Customer Service?

Internal View 95%

Cases Closed

External View 19%

Satisfied Customers

Where is your Customer Experience today?

53%

Customer’s view

90%

Internal View

The Customer Experience Audit provides a fast, independent and actionable view from the worlds leading experts in Customer Experience Science

Customer Relationships determine success in these more complex times

Customer Experience Foundation CX Audit structure provides the framework to manage these impacts on every department of the organisation.

Screen Shot 2015-01-18 at 15.46.42CX is just the next generation BPR (Business Process Reengineering) environment, that has built upon methodologies such as Six Sigma, Behavioural Science & other disciplines to define the measurement of outcomes agnostically across Departments, Channels, Platforms and Silos. CX doesn’t care if its about support via the call centre or sales via the website it is the framework for understanding the outcomes and impacts.

The challenge is that Customer Experience cuts across boundaries both internally and externally. This means new things to measure across channels and departments.

Understanding Customer Experience is vital because it brings together the single financial view of the Customer across all cost centres and channels – It provides vital information

It is that single financial view that allows you change CX effectively

An Audit provides an independent structured view of your Customer Experience.

An Opinion

This is a one day workshop with senior team in the room or remotely to produce a high level consensus and an immediate runway of activities on the state of the organisations CX. We prepare with a number of different tactics ranging from Social Media and Digital Engagement through different forms of AI to simple basic Questions around adaptability and innovation, engagement & satisfaction effectiveness, behaviour and a number of other headings.

We then do a couple of follow ups and produce an opinion together with supporting materials

The High Level Audit comprises 2 levels – Strategy & Operational

Strategy

Reviews your existing metrics and compares them to your Customer Journeys and 4 core focusprovides insight to current strengths and weaknesses. It is a short 15-20 man-day exercise to provide an overview and is not a detailed mapping of all the elements involved.

It reviews your existing metrics and compares them to your Customer Journeys and provides insight to current strengths and weaknesses. It is a short 10-20 man-day exercise to provide an overview and is not a detailed mapping of all the elements involved.

It comprises 150+ tests of your Customer Experience from the internal and external viewpoints.

It provides 50 dashboard items that show:

How your overall experience is performing

Analyses key metrics and provides actionable insight

Operational

It is based on more than 1000 client reviews & millions of customer surveys carried out each year. The operational view provides insight into the relationship between staff engagement and customer satisfaction.

bright measure 1bright 250 separate review dashboards that can be added to your business model

Screen Shot 2015-05-28 at 11.10.05

It provides a review structure for your Customer Journeys and Moments of Truth.

A way of reviewing your customer experience programme using a “simple to use” set of Audit Tools developed by the Customer Experience Foundation. It looks at key issues around your overall involvement with your customers Screen Shot 2015-05-27 at 15.20.56

How connected your Customer Experience is can be the difference to cost and value.

There are a number of vital questions that you need to ask your organisation to focus on.

CX Test resultsYou can’t manage what you don’t measure, so understanding what you know and what you don’t know is vital. But even more challenging is the pace of change. Helping you understand the impact of innovation on your Customer Relationships is vital.

We found a number of opportunities to streamline processes, reduce costs & to improve the value of every customer.

We take you through a high level process that provides actionable insight that can shape a strategy and action plan. We help you structure an approach to Customer Emotion and Effort to drive business improvement.

Outputs:

institue audit

  • Report
  • Presentation Meeting
  • Raw Data
  • Recommendations
  • Video Feedback
  • Access to CEF experts

Delivers:

High Level View

50 Dashboards

SWOT

Actionable Recommendations with ROI and impacts

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There are a few basic questions we have been using for the last 10 years before we get into any of the Science.

So here are some simple questions for you to ask….

If you are comfortable with all your answers then you probably are making continuing progress to optimal experience – if not start from why not.

 

How much has your Customer Experience Strategy changed over the last 3 years? (If it is not radically – Answer None)

Can everyone in your organisation describe their role in Customer Experience?

Is performance incentive linked to CX?

Are your main interactions on consumer technology?

Does your Finance Team have a Customer Experience Expert?

How good are we at measuring the outcome of our interactions with Customers?

How good are we at influencing the outcome of our interactions with Customers?

Do we have CX Dashboards that show experiences across organisational silos?

Do we deliver experiences across organisational silos?

Do we understand and use the emotional cadence of our relationship to reduce cost? (You should do – it probably impacts 50% of service recovery cost)

Who is winning?

Who are better informed – your Customers or your staff?

Are the number of competitive offers available through the same channels increasing – producing pressure on margin?

Who has the better technology – your Customers or your staff?

Who uses social media more effectively – your Customers or your staff?

Who uses the omni channel experience better – your Customers or your staff?

Measuring Experience

Loyalty
Trust
Value
Effort
Status
Process
Risk
Margin

How Much?

What % of your turnover do you spend on innovation?

How much do you spend on experience design?

How much do you spend on experience integration across channels to produce blended single experiences?

How much money did you save and how much value improved through improved Customer Experience last year?

What is next years target?

Did you spend on CX training Last Year?