The Customer Centricity Package
Raise the bar with our comprehensive Customer Centricty Package
Our Customer Centricity Package is designed for companies eager to accelerate their journey towards becoming truly customer-centric. This comprehensive package, delivered over several weeks, combines consulting, advisory, workshops, and training to transform your company culture and operations inside and out.
Why Customer Centricity?
Customer-centric companies consistently outperform their counterparts. The latest data from the Institute of Customer Service highlights that companies prioritising customer centricity see improved customer satisfaction, loyalty, and business performance.
Package Structure
The package is structured into five stages, each focused on critical aspects of customer centricity. Below is an outline of each stage:
Package Structure
The package is structured into five stages, each focused on critical aspects of customer centricity. Below is an outline of each stage:
Package Structure
The package is structured into five stages, each focused on critical aspects of customer centricity. Below is an outline of each stage:
Stage 1 - Company Foundations
Objective: Align company culture, strategy, vision, and mission with customer-centric principles.
Activities:
A customised presentation to senior management on the power of Customer Experience and the principles of Customer Centric organisations
Initial assessment looking at
We will deliver
Activities:
A customised presentation to senior management on the power of Customer Experience and the principles of Customer Centric organisations
Initial assessment looking at
- Company Vision, Mission and Values
- Company objectives
- Customer Service Statement
- A workshop with relevant team members on Customer Centricity approaches
We will deliver
- Feedback on current Vision, Mission and Values in alignment with Customer Centric best practice
- Feed and and or creation of a new Customer Service Statement
- Customer Centric essential Culture indicators
Stage 2 – Customer Voice and Improvement Engine
We believe in the power of listening to your customers effectively and in having a robust change management approach to ensure customers are both heard, and that action is taken on valuable feedback.
Objective:
Enhance customer listening and feedback mechanisms and establish a robust change management approach.
Activities:
Output:
Objective:
Enhance customer listening and feedback mechanisms and establish a robust change management approach.
Activities:
- VoC Assessment
- Evaluate current approaches to listening including measures, frequency and questions.
- Identify gaps and areas for Improvement
- Data analysis of historical survey data
- Evaluate 'Change' approaches within the organisation
Output:
- A bespoke strategy for your organisation in enhancing listening capabilities or;
- The design and delivery of a bespoke survey to your customers to understand the current state.
Stage 3 – Service and Empowerment
Providing effective, efficient and consistent high levels of support to your customers is vital, this is where most interactions with your company will take place, we will assess your current state across a number of measures.
Objective: To gather the current state of Customer Service
Activities:
We will spend the day with your front-line teams to get a greater understanding of :-
Findings report with actionable advise and guidance on how to move to the next level.
Individually priced at £3000
Objective: To gather the current state of Customer Service
Activities:
We will spend the day with your front-line teams to get a greater understanding of :-
- Operating approaches
- Key stats and KPIs such as response time and FCR
- Channel capabilities
- Satisfaction data
- AI usage
- Training, onboarding and Standard Operating Procedures
- Knowledgebase capabilities and proactive approaches
Findings report with actionable advise and guidance on how to move to the next level.
Individually priced at £3000
Stage 4 – Customer day
Customer Centricity Day (6 hours) - Normally £1800
Objective: Align relevant teams and improve ways of working to provide exceptional Customer Experiences through empowerment and change approaches.
Activities:
Outputs:
Objective: Align relevant teams and improve ways of working to provide exceptional Customer Experiences through empowerment and change approaches.
Activities:
- Micro-talks and workshops addressing opportunities from Stages 1 & 2
- Tackle live challenges and provide industry best practices
- Equip teams with toolkits to enhance customer experience
Outputs:
- An invigorated and excited team
- Tools and skills to implement immediately
- An understanding of Customer Experience & Empathy
Stage 5 – Support and further development
Objective:
Provide additional support and training for ongoing customer-centric improvements
Activities:
Provide additional support and training for ongoing customer-centric improvements
Activities:
- Full day of consultancy hours to address specific topics or unblock challenges
- One training course from a selection, such as Customer Service Fundamentals or Managing a Service Team
The Full Package
£4200 if purchased separately but only £2950 for all three as part of our Customer Centricity package.
Delivered Expertise
Our Customer Centricity package is overseen and delivered by our resident Customer Experience expert Miles who is a recognised expert and disruptor in this space, if you truly want to create a Customer Centric business, Customer Start can help.
Find out more about Miles here
Find out more about Miles here