Customer Experience Introduction
Expert Customer Experience (CXM) Consultants
It’s disappointing that too often our experiences as customers fall short of what our expectations were.
It’s even more frustrating when that same “customer focused” business asks for feedback and then promptly ignores it.
At best this leads to apathy towards the brand and at worst to a decision to either reduce spend or curtail it altogether. And this is at a moment when it is proven that a well resolved issue will make a customer a stronger advocate than if nothing had gone wrong in the first place!
There are three elements at play here:
1. A feedback system that ticks a box rather than being customer centric
2. The inability to monitor, understand and interpret specific qualitative text feedback and make CX improvements
3. A lack of process that closes the loop back to a CRM or Service Management system that will drive an appropriate response to remedy that sub-optimal experience for the customer
Our CXM consultancy team is headed up by Richard Kimber, customer experience architect and practitioner. Richard brings many years hands on experience in helping organisations build, measure and improve customer experiences that bring significant and tangible business benefits.
Our initial approach covers all areas from;
- CXM capability maturity assessment
- CX journey mapping -current state
- Identifying the customer’s emotional journey
- Identifying areas of pain from both the customers’ and businesses’ perspective
- Designing and implementing a modular VoC feedback system
- Insight and analysis of customer feedback
- ‘Closing the loop’ –turning insight in action
- Proactively managing customer expectation
- CX journey mapping –future state design
Little Blue is the first UK partner for SandSIV – a revolutionary new CXM software solution. SandSIV approached us, based on our successful track record in CRM and Service Management recognising our capabilities and experience. A perfect complement to CRM , CX allows businesses to measure and understand the impact of their actions on customers and to effectively ‘close the loop’.
We’re excited about the SandSIV partnership because it is re-writing the rules. So much so that even the most sophisticated Customer Experience teams will recognise that SandSIV could take their analysis, and their ability to continually optimise what might already be an excellent customer experience, to a whole new level. This is truly a new martial art in CXM.
Combine SandSIV’s powerful solution with Little Blue’s team of experts and we can deliver insight to optimise your customer experience, minimise customer lapsing and churn whilst maximising customer lifetime value.
So whether you are just starting out on your customer experience journey or you are already a business of CXM ninjas, then Little Blue and SandSIV will be able to accelerate your success.
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