what xa do overview linked in
DESCRIPTION
We help clients in practical and cost effective ways to define, measure and deliver a differentiated customer experience.Xperience Associates has worked with clients in industry sectors to implement successful customer experience transformation programmes into over 30 countries. Having stood in client shoes we understand both the opportunity and the challenges. Our proven recipes enable clients to move faster and implement a consistent approach across markets:1. Define - a compelling customer programme and a roadmap to achieve it2. Engage - stakeholders at all levels3. Measure - how customers and partners rate your brand experience4. Improve - what matters most to customers, grow advocacy + your businessAt Xperience Associates we believe if you create a great experience, you’ll keep more existing customers and attract new ones through word of mouth.TRANSCRIPT
1 1
Grow profitably through a differentiated customer eXperience
2
• Why is customer experience a strategic imperative?
• Who does it better?
• How we work with you
• For more information
Content
3
To remain profitable and grow a business, you want customers to do 2 things:
1. Stay longer, so they continue to spend with you 2. Become loyal fans who tell others and attract new customers
To maintain both of these strategic imperatives you need to build trust and loyalty in 3 ways:
1. Create a compelling customer experience, that differentiates your brand from your competitors
2. Provide an engaging employee experience, so they will not want to work for anyone else and deliver a consistent brand experience
3. Continue to innovate to maintain a competitive advantage
Why is customer experience important & strategic?
Customers come and go. Fans are stickier, they return and create more fans
4
The eXperience economy
Which brands thrive on delivering a engaging, innovative & memorable
customer experience?
5
The experience creators & market leaders
6
We help clients in 4 ways to adopt a customer centred growth strategy
1. Define a compelling customer experience + stand in your customers shoes Do you know what your current end2end experience looks like?
2. Engage the organisation at all levels to educate and achieve alignment How ready is your organisation?
3. Measure what customers, partners & employees actually experience Does it it live up to your brand promise?
4. Innovate to improve the things that matter most to customers, employees and partners, to grow their advocacy + your business
How we work with you
Copyright © 2010 Xperience Associates Limited . All rights reserved.
Define Engage Innovate Measure
Copyright © 2010 Xperience Associates Limited . All rights reserved.
Strategic Framework
DEFINE Business
Case Roadmap Assessment
ENGAGE Stakeholder Engagement
Targets & incentives
Education & Training
Communication Plan
eXperience Mapping
INNOVATE Story
Mining Community
management Innovation
Tools Customer Forums
MEASURE Voice of
Customer Benchmarking Voice of Employee
Compelling Vision
Copyright © 2011 Xperience Associates Limited . All rights reserved.
Blueprint
Process Improvement
Alignment & Governance
Customer Measures
8
We have worked with clients in different industry sectors to implement mul7-‐year programmes into over 30 countries.
• Part of our proposi7on is the applica7on of the Net Promoter Score™ as both a measure and an opera7onal discipline
• Having stood in client shoes, we understand the opportunity and the challenges • We have proven recipes that you can adopt or adapt • Through knowledge transfer you will grow your in-‐house capabili7es
Our proven “blueprint” will help your organisa7on to avoid common mistakes, move faster, and implement a consistent approach across all your chosen markets
Strategic Framework Example What is you Fan Score?
Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix systems inc., Bain & Company and Fred Reicheld
Customer Measures
9
We believe... If you create a memorable customer experience, you’ll keep more of your existing customers and attract new business through word of mouth. This is by far the best strategy to grow any business. Alan Woollam, Chief Experience Officer
http://www.xperience-associates.com
More information?
@AlanWoollam
http://uk.linkedin.com/pub/alan-woollam/6/962/776