Customer Experience & Service Quality

Customer Experience (CX) is the the essence of your brand. It drives how your customers think about you and what they say to their friends and family about you. Multiple factors influence the CX all along the customer journey: finding what you need and getting supported at the right time, placing an order and a paying in a smooth way, and, if online, getting the purchase delivered. Last but not least, CX is heavily influenced by the absolutely critical help & support either through self-service or via a human contact centre agent. So how do you define what a world-class CX is for your organisation? How do you measure it? How do you compare it over time and with your competitors? To what extent your Customer Service is having an impact on it?

What’s new?

  • CXM, Customer Experience Management, is the art of deciding what needs to be measured, how and when, by putting in place the right governance, processes and supporting tools able to highlight relevant and actionable insights.
  • Service quality can be measured through implicit metrics, retrospective metrics, predictive metrics, explicit survey. But also, through live sentiment analysis tools able to automatically detect the customers and employees’ level of happiness, anger or stress.
  • Organisations are increasingly moving from ‘dashboard’ type reporting of customer experience measure such as NPS, to actively using the score to improve service for individual customers, with whom they are able to associate a particular score using powerful technology integrated with their CRM systems.

How we can help

  • Deloitte brings Customer Experience & Customer Service transformation specialists able to help you navigate through the maze of CX management. We can help you to evaluate and determine your tailored CX strategy, choose and implement the right tools able to measure exactly what you need to know. NPS (Net Promoter Score), CSAT (Customer Satisfaction), CES (Customer Effort Score): Are they good enough for you? Which one do you need and why? How do you implement them within your organisation? How do you leverage them to improve your customer service, your bottom line and the overall organisation?

How we’ve helped organisations like yours

Retail - Voice of the Customer Real-time feedback listening
CX Management Program
Implementing a Voice of the Customer program to support a Supermarket chain with a high number of detractor customers and a misaligned vision of the Customer Experience management in the Company. A Truevoice example? A Medallia example?
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