How does a customer experience project work at Customerry?
27 June 2023
It would be easy if there were a one-size-fits-all approach to optimizing your customer experience, but unfortunately, that is not the case. Too many factors are simply involved, meaning that a customer experience project is always largely a custom job.
Before we draw up a proposal for you, we therefore always ask these questions first:
What does your organization look like today?
Size, sector, things going well, things not going so well… This is different for every company and therefore requires a different approach.
Where do you want to take your organization?
What are the future plans? Do you want to grow? If so, how much, and how fast? Are you going to launch something new on the market? These are all important factors that determine your optimization trajectory.
Why do you think a customer experience project contributes to that?
After this question, there is usually a moment of silence. After all, customer experience—that’s hip and trendy, isn’t it, Sarah? Doesn’t everyone HAVE to do that? Well, no. Not if it doesn’t contribute to what you need in your organization right now.
Imagine: you are struggling to find and retain the right employees. As a result, your customer relationships are under pressure, and you might be thinking, “we need to do something about our customer experience.” That is true, but in this case, the solution lies in creating a better employee experience, which in turn improves the customer experience. Much, but not everything, can be solved with a customer experience transformation, but only if it fits within the bigger picture you envision for your company.
Can you apply the same thing in every organization?
We often apply the same techniques within various customer experience projects. It can be compared to the blocks in a building block set. The elements are the same, but not every tower or building needs all the elements at every moment.
Curious to know what's inside our construction kit?
- mystery shopping
- observation moments on the floor
- interviews with employees, customers, visitors
- project management, change management and coaching
- Panel discussions with management and/or the Board of Directors
- detailed “AS IS” analysis of your total customer experience
- Workshops on customer listening, design thinking, and customer journeys
- Training courses on customer-oriented communication, handling complaints, delivering bad news,…
- … and of course much more
My mantra at every intake interview:
The customer experience project I am proposing to you consists of various elements and starts from the ideal situation where we can and are allowed to tackle everything. From here, we will determine together what the priorities are and what impact they have on the overall project.
So with us, there is no lengthy, all-or-nothing consultancy process, but rather what you need, when you need it, and above all, at your pace. As our collaboration progresses, we also regularly adjust our approach.
A typical customer experience project at Customerry
The most frequently asked questions from previous customers:
- We already have satisfied customers, but we want to encourage them even more to share their satisfaction. Can you help us with this?
- We want to know more about our customers. Are they satisfied? What are they missing?
- We need to get our employees more on board with our customer-centric vision. They sometimes underestimate their impact on the customer experience. Can you do something about this?
- We are evolving from a product to a service company and want to make this clear to our customers and employees. What is the best way to approach this?
- Customer focus is extremely important to us, but we actually don't know if and how well we are doing at it. Is that measurable?
In all these cases, a customer experience audit yields many interesting insights. How?
A thorough analysis
To know what you want to change, you must first know where you stand today. That is why our processes preferably start with a thorough analysis of the current situation. For most medium-sized organizations, our customerry scan is ideal, optionally supplemented with extra options such as mystery shopping or follow-up sessions in the store, showroom, waiting room, etc.
After this analysis, you will receive a substantial but clear report. In it, we describe what is currently working well or could be improved, as well as a wealth of tips for future optimization.
Typical Customerry:
- We prefer to provide our report to the entire organization and all involved employees. Full transparency works!
- Our report is a working document with concrete tips that you can implement yourself, with or without our guidance. We describe quick wins as well as strategic long-term improvements.
The battle plan
Our customer experience battle plan includes an action plan, including a proposed timeline. Who does what, when? We review the necessary actions with the management team, determine the priorities, and jointly draw up a final implementation plan. We communicate all of this back to all employees, because success is only possible with a single, widely shared vision and team effort!
Designing, devising, testing, and adjusting
Time for action! With a carefully selected working group (ideally a representative cross-section of the entire organization), we are continuing to work on the practical implementation of the customer experience process.
We determine the steps to be taken through action-oriented workshops. We translate diverse preferences into decisions, to which we subsequently link concrete actions.
Focus on the people: education, training, and coaching sessions
You can devise the most beautiful strategy for customer-oriented service, but everything stands or falls with your employees putting it all into practice. That is why we prefer to provide one or more team training sessions.
First, we create more awareness regarding the impact of customer-centric behavior on customers, suppliers, and employees. Next, we focus on processes and techniques to firmly embed the new way of working within the organization. We supplement with individual coaching where necessary.
I believe that despite all technological advancements, customer-facing communication is still the most underestimated soft skill of the future. I see how often companies struggle with it. Not only because employees are unaware of their impact on the customer, but also and especially because they have received little to no training in communication skills tailored to their job profile or tasks. - Sarah Keppens-
Letting go? I'd rather not!
Your customer experience project may be finished, but that doesn't mean we are leaving you to your own devices. On the contrary. We know from experience that the real challenge is applying the same innovations in practice, day after day.
Therefore, with every program, you have the option to have your performance and progress closely monitored. For one year, we visit you monthly or quarterly to provide advice and make adjustments.
How much does a customer experience project cost?
I’d be happy to take a look at that with you during a no-obligation call. I bet I can give you a concrete CX tip right away during our conversation!
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