Some of the benefits of Customer Experience Improvement, that your organisation can reap, can include:
- Improved Service
- Improving the customer experience, i.e. improving service delivery across all touch-points, drives outstanding business performance
- By delivering successful customer outcomes, organisations can achieve superior results, such as improved customer lifetime value, increased revenue from existing and referred customers, decreased defections (to competitors) and decreased costs of customer retention
- Reduced Costs
- Reduced costs are a natural consequence of improving service
- The conventional view is that any initiative aimed at improving service is incompatible with efforts to reduce cost, because it will require significant investment either in technology or people to achieve the goal. In fact, the reverse is true: improved service drives cost reductions. As customer outcomes improve, the costs associated with customer acquisition, development, maintenance and retention decline. And as customers become familiar with the improved buy/consume/renew processes, transactions become more efficient and complaints, defections and service malfunctions are all reduced
- By adopting a ‘service excellence’ approach to reducing costs, companies also eliminate the need to invest in stand-alone, cost-reduction programmes as these often fail to take into account the impact upon customer lifetime value
- Improved Morale
- Deeper employee engagement generates improved customer satisfaction
- Job pride, satisfaction and retention all increase as engagement deepens. This creates a virtuous cycle in which knowledgeable, capable and involved customer-facing staff work together, harmoniously and effectively, to deliver successful customer outcomes
- As well as helping to improve the customer experience, deeper engagement generates additional spin-off benefits that include lower recruitment, training and severance costs
- Improved Competitive Advantage
- Service Excellence sustains competitive differentiation
- Starting with the customer experience, Service Excellence grows across the organisation until it becomes an integral characteristic of the organisation as a whole. It informs every aspect of the organisation’s activities, enhancing external and internal relationships alike. This creates a competitive advantage that is difficult for industry rivals to match
Every single one of these key, business-performance indicators is measurable and manageable.
Please see our approach to Improving the Customer Experience or Contact Us to discover how we can help you to make your customers smile!