Where to start?
For any professional sports organisation with a growing fan base, developing Customer Experience is about going on a journey that puts the customer at the heart of the way of the way in which things are done. Whether it is investing in a CRM system, developing the online channel, or improving an internal sales call centre, all the actions need to be customer centric.
So before you start making changes or investing too much money in new solutions, it is important to take stock of where you are now - what you already do well and where the gaps are from a Customer Experience perspective.
A RXP Customer Experience audit will provide a fresh pair of eyes that looks at the way that ticket sales are handled, membership enquiries are managed, merchandising is promoted and Customer Service issues are resolved. We consider the characteristics of each of your contact channels - face-to-face, telephone, web and email - how can you transact most effectively using your own resources and third party outsourcers where appropriate?
This audit approach will:
- Determine the right contact handling strategy for ‘supporter’ enquiries – meeting customer needs and optimising use of resources
- Build a business case for change based on a best practice approach to call centre structure, contact handling skills and technology support
- Define an implementation approach based on a realistic budget and timeline;
- Provide skills transfer knowledge from the RXP consulting team that your managers can learn from and apply themselves.
If you are interested in knowing more about how RXP can help you in any of these areas then please Contact Us.
