Business 2 Consumer Services
Contact Strategy Audits & Development
Many organisations do not have a viable contact strategy and are unsure how to start developing one. Often silo based decisions lead to disjointed customer experience which always wastes money. We look at key components of your strategy and the process by which it was developed.
We produce audits and we produce action plans and can help devise and deliver unified Contact Strategy Programmes
Customer Experience Audits
We look at what it feels like to be a customer and why.
We offer 2 levels of Audit which provide a combined look at the internal and external elements of the customer experience. We can compare channels strategies and technologies even languages: Simple & In Depth. Our customer experience audits look in depth at the full customer experience.
IVR Audits
More than 90% of 5000 consumers in a recent survey done by the Customer Experience Foundation said that IVR was still the number one pet hate about call centres. Poorly designed messages on hold and loops that lead nowhere were 2 of the key frustrations that consumers identified. However overall well planned self service IVR processes scored a high approval rating with consumers in a number of sales and service processes.
Supply Chain Services
Supply chain is a vital part of change management but often it becomes detached from the businesses they serve. This is common because because they are supposed to make decisions about spending money in the most pragmatic way possible. To often supply chain people find themselves at odds with the business units they are supposed to work with.
Technology Audit Services
Understanding how to manage technology across an enterprise and how to deliver it successfully is more challenging today than at any time over the last 10 years. Major technologies have changed rapidly yet delivery methodology, (from investigation to in life management) have failed to keep pace effectively with these changes. This problem is common and can add unwanted cost to service and erode differentiation.
We review the current state of play and highlight the good and the bad of the current situation. Our team includes a former CIO of a major Bank and is led by the Chairman of the Customer Experience Services Group who has been an advisor to 8 major Banks & Insurers.
