Customer Experience Review
There are several different ways that you could quickly understand your current customer performance. The ones that RXP can support you on are:
- Multi-channel Mystery Shopping – if you want to assess the impact on a multi-media contact centre across telephone, online and email channels. A benchmarking aspect can then be included if you also ‘shop’ your competitors or specific benchmark companies as part of the overall Mystery Shopping exercise.
- An alternative for assessing the telephone channel is to undertake an ERIC Customer Empathy review. This is derived from a technique developed by Harding and Yorke through their ERIC™ (Empathy Rating Index Company) programme. This assessment gives you an empathy benchmark against 9 companies from a selection of around 200 companies currently measured. The other benefit of the ERIC approach is that when you undertake the follow-up review you know that any uplift in customer empathy ratings will have a proven downstream impact on future company profitability. As each percentage point of improvement on the Empathy scale equates to 16.4% uplift in ROCE then you a good way of justifying the programme to the Board!
Once you have undertaken the initial Customer Experience review then you need to make sure that you prioritise those improvements that matter most to customers. This then means that the changes that you make will have a direct impact on the company’s ability to acquire, retain and support customers. A sure fire case for action – even in the current challenging economic times!
If you are interested in knowing more about our Customer Experience reviews, then please Contact Us.
