Here at Customer Start we understand that successful Customer Experience efforts need to take a more holistic approach. Our unique Holistic Experience Model covers 5 distinct CX pillars, the level at which your organisation is currently operating can be easily assessed using our CX Health Check tool.
Regardless of the results, Customer Start can assist an improvement in each area. This means happy and engaged customers and employees through a deliberate customer experience strategy supported by great leadership, culture, data and process.
Regardless of the results, Customer Start can assist an improvement in each area. This means happy and engaged customers and employees through a deliberate customer experience strategy supported by great leadership, culture, data and process.
Our Holistic Experience Model
Personalisation has become so very important with organisations needing to make full use of available customer data to tailor the offering and drive revenue.
Customers want to feel that they are being heard and valued - 80% of customers are more likely to make a purchase when brands offer personalised experiences and 81% are willing to hand over basic personal information in exchange for a more personalised offering. And to the organisation, this customer data, when utilised correctly, can be gold-dust.
Here at Customer Start, we are not just all about the customer; we also fully appreciate and advocate the direct correlation between CX and EX (Employee Experience).
Improving the experience for your employees will result in an improved experience for your customers, and vice versa. Companies with actively engaged employees report customer loyalty rates 233% higher than those with disengaged employees and 89% of revenue growth leaders state that improving the experience for their employees leads directly to an improved customer experience.
Customers want to feel that they are being heard and valued - 80% of customers are more likely to make a purchase when brands offer personalised experiences and 81% are willing to hand over basic personal information in exchange for a more personalised offering. And to the organisation, this customer data, when utilised correctly, can be gold-dust.
Here at Customer Start, we are not just all about the customer; we also fully appreciate and advocate the direct correlation between CX and EX (Employee Experience).
Improving the experience for your employees will result in an improved experience for your customers, and vice versa. Companies with actively engaged employees report customer loyalty rates 233% higher than those with disengaged employees and 89% of revenue growth leaders state that improving the experience for their employees leads directly to an improved customer experience.
Simply stated, Customer Experience (CX) refers to how your customers feel about their interactions with your brand.
This feeling can be positive or negative and is subject to continual change based on ongoing experiences. Customers will interact with your business through a variety of channels such as marketing, service delivery and your products/services. Consistently positive interactions will lead to happier customers who are more likely to be retained, recommend your services and re-purchase.
Customer Experience Management (CXM) refers to the strategic approach of designing experiences using best practice methods. The key ingredient is understanding of customer needs and feelings. This enables the creation of, or continuous improvement of, effective products and services which allow customers to achieve their goals quickly and in a way that builds engagement and trust. This is where the real value for customers exists and where Customer Start can help.
Why Invest in CX?
Investing in CX brings incredible benefits including improved loyalty, increased customer spend, and reduced churn, which all underpin a surge in revenue.
According to Deloitte, customer spend increases up to 140% following a positive experience with 86% of customers willing to pay more for a superior customer experience and such customers willing to pay up to a 16% price premium following a positive experience.
Improving CX can also reduce customer support costs by up to 33% with the offer of full omnichannel being the difference between retaining customers and losing them.
By delivering consistently, and providing customers the most optimised experience possible, an organisation will:
Customer Service remains critical with almost all customers (96%) agreeing that customer service plays a vital role in their choice of loyalty to a brand with 71% of customers expecting agents to have knowledge of their previous interactions with the company.
We understand that not every business is in a position to offer extensive self-help tools but with 67% of customers preferring self-service, the importance of providing some form of online knowledge base or tools enabling customers to help themselves is becoming crucial.
This feeling can be positive or negative and is subject to continual change based on ongoing experiences. Customers will interact with your business through a variety of channels such as marketing, service delivery and your products/services. Consistently positive interactions will lead to happier customers who are more likely to be retained, recommend your services and re-purchase.
Customer Experience Management (CXM) refers to the strategic approach of designing experiences using best practice methods. The key ingredient is understanding of customer needs and feelings. This enables the creation of, or continuous improvement of, effective products and services which allow customers to achieve their goals quickly and in a way that builds engagement and trust. This is where the real value for customers exists and where Customer Start can help.
Why Invest in CX?
Investing in CX brings incredible benefits including improved loyalty, increased customer spend, and reduced churn, which all underpin a surge in revenue.
According to Deloitte, customer spend increases up to 140% following a positive experience with 86% of customers willing to pay more for a superior customer experience and such customers willing to pay up to a 16% price premium following a positive experience.
Improving CX can also reduce customer support costs by up to 33% with the offer of full omnichannel being the difference between retaining customers and losing them.
By delivering consistently, and providing customers the most optimised experience possible, an organisation will:
- Increase revenues
- Reduce costs
- Boost customer loyalty and advocacy
- Improve customer lifetime value
- Heighten staff engagement and improve retention
- Focus investment strategies
Customer Service remains critical with almost all customers (96%) agreeing that customer service plays a vital role in their choice of loyalty to a brand with 71% of customers expecting agents to have knowledge of their previous interactions with the company.
We understand that not every business is in a position to offer extensive self-help tools but with 67% of customers preferring self-service, the importance of providing some form of online knowledge base or tools enabling customers to help themselves is becoming crucial.
So, what exactly is CX?
We assist companies become more customer centric. Why? Customer centric companies are proven to be more successful than their counterparts with far better retention and greater revenues through delighted customers. We can help any company become more customer centric through our expert consulting, training and advisory services.
Our systematic process will elevate the end-to-end Customer Experience, resulting in greater stability in growth and superior financial performance.
Our systematic process will elevate the end-to-end Customer Experience, resulting in greater stability in growth and superior financial performance.