We believe the same when people talk about customer experience. How does one feel coming out of the service interactions with the various touch-points across the organisation? Being happy is the end outcome; what positive emotions (e.g. Valued, Cared For, Assured, Indulged) correlate and best drive this outcome?
If you are not able to answer the questions above, your organisation probably has yet to define its Desired Customer Experience; without which, the current service levels provided will likely be at best, inconsistent.
Many of our client organisations have defined their Desired Customer Experience and in doing so, they are able to purposefully and consistently evoke the Desired Customer Experience, across all touch-points within the organisation. Everyone understands what it means to be successful in delivering service to the customers (emotional outcomes) and what they can do to drive the customer experience consistently, nuanced for the different roles and functions.
At the end of the day people won't remember what you say or do, they will remember how you make them feel.
- Maya Angelou
the Desired Customer Experience?
do you ensure that the desired customer experience is purposefully and consistently evoked?
you have a Service Culture that will inspire and enable staff to always do the right things for the Customers?
aAdvantage’s Domain Expertise in
Service & Culture Transformation
Customer / Employee Research and Insights
Service Framework Development
Desired Customer Experience Engagement and Training
Desired Service Experience Articulation
Service Strategy and Cascading
On-going Service Audits and Action Planning
Service (e.g. Service Recovery, Service Analytics) and Human Capital
(e.g. Service Recognition, Service Competencies) Systems for Sustainable Change
Service Culture and Leadership Development
Customer Journey Mapping and Ideation
Service Coaching, Service Leadership and Management Huddles