Create more loyal profitable customers
Service Summary
Customer Experience Strategy
Typical Benefits
The following personas/roles may also be involved and benefit:
CMO, Chief Sales Officer, COO, CFO, Customer Success, CTO
Loyal customers with a high lifetime value
Understanding customer needs so an organisation can prioritise the right products, services, resources and operational processes that address these needs. This can be done at a segment and persona level and delivers personalisation, sales and marketing messages and operational efficiencies.
Motivated employees who are engaged, understand their role and are empowered to focus on the customer
Overview
Creation of a CX strategy to support the overall business goals
A measurement framework that delivers functional, emotional and financial value to the customer
Activities can include:
A maturity assessment to understand the customer’s current maturity level if they have an existing programme to understand the strengths, gaps and how to progress.
Understanding the customer journey as is, identify the gaps and plot the ideal journey. Building feedback into each stage along with relevant CX Measures
Obtaining a 360 degree view of the customer from various sources of feedback
A continuous improvement programme an action plan
A governance plan to ensure CX stays top of mind and strategic and tactical actions are being taken and individuals held accountable
An employee and customer communication plan explaining roles, impact, changes as a result of customer feedback.
Replace this leading sentence with an outline of the things you do in delivering your service, if relevant including re-written versions of the bulleted lines below;
- Improve clarity of responsibilities and capabilities to deliver against them
- Identify, agree and prioritise new ideas and opportunities to generate business value
- Ability to demonstrate, socialise and communicate concepts, outcomes and business cases
- Improved internal satisfaction, loyalty and customer value
- Agree and define actions and a feasible roadmap
- Gain context and insight to enable faster, more informed decisions and actions
- Clarify initiative dependencies and definition of success
- Reduce time in delivering change from skills gaps or capacity issues
- Reduce ambiguity around vision, goals, strategy and roadmaps
- Understand weaknesses and capability gaps to better plan for structured, feasible improvement
- Reduce blockers to progress due to personal and structural agendas
- Reduce time and errors in decision making, learning and adoption
- Reduce inconsistencies in approach, communications and associated reputational damage
Our Requirements of You
Open to change, honest feedback from customers and committed to acting on change
A desire to bring employees with on the CX journey
Work with us to obtain Stakeholder and sponsor buy in
Holding management and employees accountable for change but also willing to recognise and reward employee success
Sharing data and processes
Our Commitments to You
Will lead by example
Invest in understanding the clients business, employees and customers. No two customers are the same and we will work with you to create a bespoke programme that works for you.
Share best practice, frameworks and guidance
Challenge you respectfully and propose alternative ways of achieving results
Deliverables
Depends on your needs and our recommendations:
It can be an end-to-end service managing your CX programme with you, a kickstart package to get you going with regular check ins, ideas on how to drive immediate improvements or work on discreet deliverables eg. faciliating journey workshops, creating a measurement framework, helping you put an RFP together for a new technology platform, create an internal cultural change framework, a communications plan with associated content.
Available Service Engagement Models
*This service may be engaged via multiple engagement model options to provide maximum flexibility.
Project Based Engagement
Project based engagements operate on the basis of agreeing work and any outcomes or milestones for delivery in advance of commencement of any engagement in a ‘Statement of Work’. Prices are fixed for the agreed deliverables and should changes be required, these may incur changes to delivery costs. Payment for Project Based Engagements are agreed on a case-by-case basis, giving consideration to risk, contract value, client payment history, relationship longevity and duration.
Subscription Service
A HiveMind Subscription Service enables clients to flexibly engage with HiveMind Expert(s) in line with the subscription purchased. Subscriptions typically run for 12, 24 or 36 months or can also be arranged on a rolling 6 monthly basis. Subscriptions for 6 or 12 months are billed at the commencement of service, with billing for 24 or 36 month contracts taking place on the annual anniversary of subscription commencement.
Focus In On: Responsible for Innovation
New Areas of Value:
Enabling positive behavioural change
Effective delivery against financial targets
Fostering a human centric, transparent, trustworthy and agile culture
More satisfied and engaged employees with increased retention and productivity
Improved business agility and ability to rapidly respond to change and opportunity
Increased credibility, confidence and influence across the business
Enabling competitive differentiation and increasing market share
Increase customer acquisition, advocacy and lifetime value
More consistent and sustainable profitability and business growth
Gain access to additional budget through success
Direct positive impact on internal and external customer satisfaction
Viable, scalable and actionable roadmap to deliver innovation and change
Improvements around:
Inefficient or misaligned operating model and lack of business agility
Lack of exec sponsorship and track record
Lack of appropriate capabilities, skills, tools and methods
Unclear business strategy and requirements
Unclear or inefficient internal communications
Disconnect between culture and future vision
Misaligned goals across business and silos
Lack of clarity around market landscape
