This company had a reputation for disrupting the market with innovative product development. But, it was completely out of alignment with their brand promise.
Sales were being lost at different points in the process. The moments that mattered most were also the ones requiring the most customer effort to navigate. While the digital experience was there, it was often interrupted by the need to contact an advisor.
When it came to shipping, there was no mobile engagement, no means of real-time tracking, and often no communication around delayed (or missed) deliveries. Billing issues often left customers confused, especially declined payments or refunds.
The experience wasn’t broken, but the CX journey was more difficult than it needed to be, testing customer patience. Having innovated on their product, it was time for a CX blueprint to innovate on the experience.
We got up close and personal with our client’s customer experience. We didn’t just talk about it, we experienced it like a customer—and from the inside-out, like an employee.
Here’s how we made it happen over eight intense weeks:
We discovered five key areas that needed urgent attention and mapped out the CX journey for each. Then we laid over process maps in our CX blueprint to expose the workflow associated with every step of the journey.
Our team of CX experts then got to work and highlighted areas for improvement across each business area. Here’s what we recommended:
The result? We highlighted key gaps in the CX journey and related processes, and then developed a CX blueprint for success. We prioritized people first. We made staffing recommendations to improve operations. Then, we focused on process. We used automation and optimization technologies to embrace a broader digital engagement experience.
Our blueprint for business success outlined the investments needed and revenue gains expected for three phases of implementation:
Our recommendations focused on proactive issue prevention, and we were able to anticipate significant revenue gains across three phases of implementation. We’re talking a 30% reduction in advisor costs and a 15% increase in customer satisfaction!
