Think & Fix

Refine your value proposition, strengths, positioning, culture

CUSTOMER EXPERIENCE MANAGEMENT

Creating a positive customer experience culture involves your entire organisation. Determine the best way to achieve this with a customer experience management strategy.  We will help you to design a framework, suite of measures and your First Responders team so that you can use your VoTC customer intelligence to improve your performance.

Why you need it

Customer experience is not just the responsibility of your customer service teams – it is affected by the actions of your entire organisation. Decisions made within departments across the organisation including finance, logistics, fault reporting, brand and communications will all have an impact. Our team can help identify how well these teams – and your organisation as a whole – are fulfilling your customers’ needs and expectations.  We guarantee that you don’t just receive data and insights, we commit to co-developing an action plan with your CX team that helps you to move the dial.

How it works

  • We work alongside you to build a phased plan to help make your organisation more customer-centric.
  • We identify where your teams sit on the ‘Customer Experience Maturity Curve’, assessing customer experience competency across all departments and the organisation as a whole.
  • We help you identify which individuals and departments should be involved as key members of the customer experience team in the future.
  • We develop metrics to help you track customer experience within your teams, including relationship-based and transactional skills.
  • We train key team members in People Centric Experience Design (PCxD)™, teaching them how human design principles can help guide organisational changes, now and in the future.
  • We help you build your First Responders team and give you quality driven project management tools to implement change and gain full value from your investment.

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EMPLOYEE ENGAGEMENT

The engagement of your employees has a large impact on the success of your business. Motivating your team to perform is essential – but requires specialised skills.

Why you need it

Organisations with engaged employees enjoy high productivity and low turnover, have lower rates of sick leave and find it easier to attract top talent. At the same time, happy employees deliver a better customer experience, so there is a ripple effect when you get employee engagement right.

How it works

  • We work with you to understand your organisation’s level of employee engagement, according to a five point methodology:
    • First, we seek to understand shared purpose– how much employees feel a sense that they are contributing to company goals.
    • Next, we assess the degree of autonomous working– how well employees feel informed and skilled to perform to their best while operating autonomously.
    • We then determine how well employees feel listened to, and how much their voice is valued.
    • We evaluate levels of trust, and the degree of connection employees feel with their colleagues and with the leadership team, and finally
    • we assess employee wellbeing in holistic terms.

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BENCHMARKING

Intelligence is more than knowledge – it is knowledge in context. Benchmarking gives you a simple, affordable way to compare your business with competitors within your sector, or similar businesses within your locale.

Why you need it

If you want to understand how your customers experience your business, you need to know how you compare with your competitors and other business they experience. To gather this data, an independent source with rigorous methodology is essential.

How it works

  • You can choose to benchmark your performance against others in your sector, or measure yourself against a set of internal standards.
  • We design, conduct and analyse mystery shopping and customer satisfaction surveys to provide clear feedback on how your organisation compares.

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