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CUSTOMER EXPERIENCE ASSESSMENT

Do all parts of your business work together on shared goals to improve the customer experience?

Our customer experience assessment will help you assess your readiness to become customer centric and determine how effective your current Customer Experience strategy is for the industry you work in.
 

Why is it so hard to meet the expectations of your customers? Are your customers’ expectations TOO high, to the point that it seems impossible to satisfy customers anymore? Is it easier to blame it on your customers?

Instead, you might want to thank (or blame) the changes in social expectations and technology for these incredibly high customer expectations. Almost every one of your customers have access
to every type of information they want in a matter of seconds,
and throughout the day, they are constantly served up information throughout the day with social media and live news feeds becoming an inseparable part of our lives.

With your customers hyperconnected and hearing about amazing customer experiences all over the world, customer expectations are raised to new heights every single day.

Customer experience is more important than it has ever been before. In fact, 7 out of 10 business leaders claim that customer experience is now critical to their success and that providing a good customer experience is their top strategic priority. Having said that, many organisations with legacy systems and processes often find themselves with a big gap between the ideal Customer Experience and the actual implementation.

88% of all businesses believe that they deliver “excellent” customer experience but only 8% of their customers believe the same thing. So, the problem is actually two-fold, not only is there a big gap between the intent and the real effectiveness of Customer Experience initiatives, but there is an even bigger gap between an organisations definition of good customer experience versus the customers’ expectations on their customer experience with organisations.

Download the PDF for more information

 

HERE ARE SOME TRENDING CUSTOMER EXPECTATIONS:


PERSONALISATION

Your customers want very personalised experiences with you. If they have given you their personal details they expect you to know them as a person. They expect products to find them and not the other way around. In today’s world where technology can allow personal interactions to be anonymous, customer are wanting personal one-on-one experiences that are unique and tailored made.

SPEED AND ACCURACY

Your customers want very personalised experiences with you. If they have given you their personal details they expect you to know them as a person. They expect products to find them and not the other way around. In today’s world where technology can allow personal interactions to be anonymous, customer are wanting personal one-on-one experiences that are unique and tailored made.

EFFECTIVE FEEDBACK

Your customers want very personalised experiences with you. If they have given you their personal details they expect you to know them as a person. They expect products to find them and not the other way around. In today’s world where technology can allow personal interactions to be anonymous, customer are wanting personal one-on-one experiences that are unique and tailored made.


PROACTIVE CUSTOMER SERVICE

Your customers want very personalised experiences with you. If they have given you their personal details they expect you to know them as a person. They expect products to find them and not the other way around. In today’s world where technology can allow personal interactions to be anonymous, customer are wanting personal one-on-one experiences that are unique and tailored made.


24/7 (OR AS CLOSE AS YOU CAN GET)

Your customers want very personalised experiences with you. If they have given you their personal details they expect you to know them as a person. They expect products to find them and not the other way around. In today’s world where technology can allow personal interactions to be anonymous, customer are wanting personal one-on-one experiences that are unique and tailored made.








 

Our customer experience assessment will:

Do you find yourself facing
these problems?

  • The Customer Experience strategy doesn’t carry and align itself across all departments and functions of your organisation

  • The Customer Experience strategy that is outdated (yes a Customer Experience strategy from 2014 can be old when technology is taking big leaps forward every year)

  • Technology platforms are inflexible and don’t talk to one another Systems are inefficient and they don’t allow for seamless interactions with your customers

  • There is too much irrelevant data that creates noise and makes it impossible to focus

  • Everything being a priority makes it difficult to distribute the limited resources that you have

  • Provide industry Customer Experience benchmarks
    for your organisation

  • Assess, define and re-align your Customer
    Experience strategy

  • Devise a roadmap and plan to gain true alignment of your Customer Experience strategy across the entire organisation

  • Identify your customers’ core needs from your organisation and ensure its alignment to your overall

  • Customer Experience strategy Determine the current and ideal technology infrastructure to support your Customer Experience strategy

  • Prioritise and plan for the successful and sustainable implementation of your Customer Experience strategy


Ready to shift to a customer-centric business?
Let’s work together, get in touch with us.

 

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