Customer Experience

Identifying and understanding all the touch points where a customer engages with your brand gives a clear understanding of their experience at each stage. It can help you to identify training needs, where new processes should be implemented and when a well-deserved pat on the back for your team is due.

At this insular level, you can extract a lot of key information about your customer and how they want to be communicated to, but it can cloud the overall customer experience.

A customer could be happy with each individual touch point and score your organisation highly, but if the overall process is wrong this information may not get picked up and customer satisfaction overall can dramatically decrease.

Mapping out the customer journey is an essential part of Customer Experience (CX) but it’s only the starting point. It’s the accumulative process that provides the overall picture of satisfactions and getting this right will reduce churn and create stronger brand advocates.

“When customers share their story, they’re not just sharing pain points, they’re actually teaching you how to make your product, service, and business better. Your customer service organisation should be designed to efficiently communicate those issues.”

– Kristin Smaby, “Being Human is Good Business”

This will create a deeper relationship with your clients and will also start to realise a strong ROI across each touch point as processes are streamlined, contact time is reduced and the entire customer experience is improved.

As cartographers (Map lovers), Conspicuous will work with your organisation to delve into every aspect of the customer journey, talking to individual members of the team to understand what really happens following the completion of the paperwork, the processes followed, the scripts read and the buttons clicked.

Each stage will be meticulously mapped and previous feedback (whether comments or complaints) will be aligned to each touch point. We will then work closely with you to identify new processes that are aligned with your infrastructure and most importantly with your client’s needs and expectations.

Find out where your business is losing money and how Conspicuous can generate additional revenue, retention and advocates…

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