Experience Management
Experience Management is the holistic experience that the company provides to its various stakeholders to create economic value and a competitive advantage. It enables organizations to measure and improve the various experiences they provide to both their external and internal stakeholders.
A good customer experience is strongly linked with a good employee engagement.
Treating your employees well is necessary to provide a better customer experience. Companies that excel at customer experience have more engaged employees than customer experience laggards. Companies that want to improve their CX strategy should therefore focus on better engagement with their employees.
Customer Experience
Customer experience (CX) is a make-or-break factor for most businesses. Improving the experience for your customers is the key to increasing sales and boosting customer loyalty.
New Metrics CX programs have been developed to provide your organisation with the right tools to be proactive in delivering an exceptional customer experience, addressing customer needs and ensuring a positive perception of your brand.
We help you to adopt the latest customer-centric approaches through:
- defining your CX strategy
- evaluating your current CX performance and gaps
- implementing voice-of-customer programs
- designing journey maps and touch points
- delivering CX front-line training workshops
- enabling your team to adopt to the new way of working easily through CX culture change initiatives
The Roadmap to Customer Experience
Our expertise will enable you to understand and respond to your customer needs. We will take your employees and leaders on a journey to develop a customer focused mindset to ultimately increase your market share, brand reputation, customer spend on retention.
– the "As is" state
Assess your current customer experience
– the "As is" state
- Cultural readiness
- Current strategy
- CX initiatives
- CX maturity
- Capabilities and resources
– the "To be" state
Define your objectives
– the "To be" state
- Aspiration goals and objectives
- Vision and mission for CX
Map the journey to success
- Identify gaps between “as is” and “to be” states
- Develop road map for success
- Prioritize objectives
Design innovative solutions to delight customers
- Design CX solutions
- Customer personas
- Journey mapping
- VoC programs and metric systems
- Process change
- Digital transformations
Engage your internal customers - the employees
- CX training
- Employee engagement
- Cultural change
- Coaching
Implementation and monitoring change
- Monitor key metrics and KPI’s
- Continuous improvements
Assess your current customer experience
– the "As is" state
- Cultural readiness
- Current strategy
- CX initiatives
- CX maturity
- Capabilities and resources
59% of people attending our customer experience training rated it as excellent
59% of people attending our customer experience training rated it as excellent
80% of buyers will pay more for a better customer experience
67% of customers tell friends about their bad experience, but only 1 out of 26 unhappy customers actually complain. The rest, they leave for a competitor.
There is a $3 return on investment expected for every $1 spent on customer experience
70% of engaged employees indicate they have a good understanding of how to meet customer needs; only 17% of nonengaged employees say the same
Employee Experience
As employee experience specialists, we believe that engaged, positive and motivated employees make workplaces better for everyone – colleagues, customers and the business. We can advise, design and implement engagement tools to help your employees feel more engaged, empowered and motivated including:
- employee surveys
- voice of employee sessions (VoE)
- internal communication campaigns
- employee value proposition (EVP)
- performance management system
- culture change consulting
- team building
The Roadmap to Employee Experience
To enable lasting change and an improved Employee Experience through a strong Employer brand, employees need to feel integrated in and aligned to all areas of the business. The below roadmap shows how we run our best practice Employee Engagement Programs:
Alignment
- Understand strategy
- Understand objectives and goals
Identify gaps
- Quantitative surveys
- Qualitative research
- Employee feedback
Communicate the changes
- Internal communication is crucial for success
- Findings, events and changes should be communicated from leadership
Develop people projects
Close the gaps:
- Change program
- Engagement journey
- EVP campaign
- HR projects
Implement people projects
Implement examples:
- Vision, value and strategy alignment workshops
- Team building
- Leadership programs
- Induction programs
- Performance management
- Competency instruments
- HR process and policies
Measure change
- Repeat surveys
- Measure people related KPI’s
Alignment
- Understand strategy
- Understand objectives and goals
90% of people involved in our Employee Engagement projects grade it as excellent
90% of people involved in our Employee Engagement projects grade it as excellent
80% of people attending our team building events rate it excellent
Companies with engaged employees outperform those without by up to 202%.
The gross margins are 27% higher among engaged employees
A 5% improvement in employee engagement predicts a 3% increase in sales
Total cost of replacing an employee estimated to be between 90% to 200% of his/her annual salary