Defining CX is the first step to improve the customer experience. Customer experience statement clearly spelt out will become guiding force for people to know what is expected from them while dealing with customers. This also help customers in knowing what to expect from the company.
This is co-creation exercise. We involve various stake holders from the management and brainstorm to define CX statement. Idea generation and deciding on CX will make enterprise ready for the next step.
Qualitative research of how customer behaves with the enterprise and lessons to be learn which offers scope of better service design and resultant better CX.
We observe customers at various touch points, observe their behaviours, their ease and discomforts, we interview them in-depth to now expectations. This insight research is not about many interviews but few interviews but in greater detail. Insight research report gives in depth insight about customer expectations , behaviours & experience.
CX Co-Creation - idea Generation
To rejuvenate CX, we involve and engage with various stake holders through in-depth workshops.
Internal workshops generate CX ideas for various touch points , in various situation , for various processes - involving senior management, junior management, staff & customers.Various brainstorming sessions are conducted to generate more and more CX ideas. Finally some of the best ideas are accepted and decided to be included in redefined CX.
CX Blue Print:
Preparing final CX blue Prints for various services and touch points.
Ideas generated and freezed during CX Co-Creation stage are used to redefine CX.Each stage/channel blue prints are made , get signing off from various stake holders and new CX plans are ready to be implemented.