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Insight: The key to enhancing your customer experience

Insight: The key to enhancing your customer experience

Tuesday 5th September 2017

Customer service is no longer enough. Any business can give great customer service at one point in time, but your customers’ loyalty and spending is determined by the before, during and after. The overall customer experience.

Do you really know what is going on in your business and how it feels to be a customer? Are you confident that all areas of your business are delivering consistently excellent service in line with your customer charter?

Unhappy customers won’t usually complain to you; they will simply walk – and probably tell their friends. Knowledge is power: you can’t fix what you don’t know is broken.

• Over 70% of managers and employees rate the customer experience (CX) they provide as better than their customers’ say it is.
• Most of the time, senior managers give the highest rating of all – highlighting the gap between truth and the assumptions of the leadership team.
• Customers are five times more likely to buy from a company delivering great CX.

Understanding where the gaps are and fixing the issues is just the start. The true power of CX insight is interpreting the findings to shape enhancements that make the good, brilliant. The great, remarkable. How can you not only meet your customers’ needs but surpass them and then anticipate their future requirements? How can you not only please your customers but delight them?

With consistently brilliant CX, customers will repeat purchase, up-sell and cross-sell and share their experience with their online community. Plus employees will be happier, more loyal and stay. Businesses grow by retaining customers, whilst their reputation attracts new ones.

Investor in Customers (IIC) exists to help businesses harness the power of insight to improve their customer experience. Helping businesses be remarkable, and more importantly, more profitable too.

IIC conduct thorough assessments by taking feedback from your customers, employees and the management team, uncovering the truth behind your customer experience. The detailing findings are presented back along with an action plan for sustainable change. Reach the IIC standard, and you’ll be accredited you with an Investor in Customers Award to promote trust and reassurance in your brand.

IIC assessments are fundamental in building the bridge between the inside and the outside of an organisation:

  • 76% of IIC clients improve their service and IIC scores by their second assessment, and many report a double digit increase in profits.
  • 73% have seen improvements in their customers’ loyalty.
  • 77% have used their IIC findings to build employee engagement.

How much do you know about your customers’ real experience?  Because that is the key to understanding your own strengths and weaknesses, working out an action plan to drive improvement – and taking the high road to profit enhancement.

If you would like to find out more on the topic, please contanct Sharon Clapp at Investors in Customers.