- Category:Thought Leadership
Regular assessment of your customers’ experience is vital to an organisation retaining and attracting increasingly sophisticated (and sometimes disloyal) customers.
A strong foundation of customer and market analysis is critical to the delivery of a unique and compelling value proposition and therefore an organisation’s competitive advantage. This becomes even more pronounced when there is growing competition, tough economic conditions, or where customers are empowered through new technology or legislation.
Consider, for example, the competitors of Amazon – who must face a company that has a vision of being the “the Earth’s most customer centric company”, and who has historically placed the customer above dividend returns.
The Customer Experience Assessment Framework
No matter your organisation’s size, industry, geographical location or product/service offering may be, the basis for any customer experience assessment program should commence with a well-crafted process of listening and engaging with customers and staff, before moving progressively through the following steps:
We find that when solutions are backed with customer research and key staff engagement, it is very difficult for internal opponents to argue against the change. Typically, a number of practical priority solutions are actioned at the conclusion of the project and provide an immediate positive change to the customer experience. Other actions and strategies take longer to realise, but with a well-crafted implementation plan and a repeatable framework for assessment, the likelihood of success is high.
The importance of success for our clients in their customer experience programs is not measured by the completion of a customer experience assessment and strategy; but the internal stakeholder knowledge and commitment to customers, the ongoing measurement and monitoring of the initiatives that flow from the assessment, and the capability that is embedded.
Delivering impact for our clients
“Churchill has supported CBH through some of our most significant organisational transformation programs, including detailed reviews of our structure and governance. Churchill’s rigorous methods coupled with their pragmatic style helped us to achieve positive outcomes for CBH and our members.”
Chief Legal, Risk & Governance Officer CBH Group
“We were impressed by how Churchill delivered an effective, interactive online workshop that helped unify and orientate the executive team towards the longer-term challenges and opportunities that could have been overshadowed by the immediate COVID-19 risks”
Chief Financial Officer
“Churchill consulting have been an excellent consulting partner for the Perth Airport. They have supported the PAPL Board and Executive through a number of critical projects including strategy and operating model design. I have no hesitation in recommending them.”
Chief Executive Officer