Taking your CX to the next level is no easy task

Have you been trying to improve your CX but your measures aren’t moving? Or do you just need some guidance from the recognized world experts, Beyond Philosophy? We have completed hundreds of successful implementations since 2002 using our unique tools and methodologies. We understand the problems and pitfalls. Uniquely, we identify the ‘hidden’ factors that will move your experience. One of our clients improved their Net promoter by 40 points in 30 months that gave them a 10% rise in volumes.

Here is our overall process that will provide you with success. You don’t need to undertake each step, that will depend on your situation.

What drives most value & $$$?

Research

How Customer Centric are we?

Assessment

Our business consulting programs assist with developing your cx statement

What is our Strategy?

Develop strategy

Designing emotionally engaging experiences.

Journey Mapping

Our business consultants discuss what you should measure and how.

What should we measure?

CX Measurement

our business consultancy can assist your organization in how to train people.

How do we train our people?

Training

What is your Customer Experience like today? What needs improving? How do you compare against best practice?

On many occasions, what Customers say they want, and what they do are different.

It’s therefore important to understand what your Customers REALLY want and critically what drives value $$$ for your organization.
We have developed a unique research methodology called the ‘Emotional Signature’ (link to page) that will benchmark you against other organizations and will inform you of what to focus on to drive most value.

Qualitative Research:

To move your Customer Experience to the next level you need to truly understand Customer motivations and behaviour. This can only be achieved by talking with them. We have developed a unique methodology to truly understand customer behavior.

How do we get our organization to the next level?

Undertake a CX Health Check:
Have you been trying to improve your Customer Experience? Are your CX Measures not moving despite the changes you have made? Or are you just starting your CX initiative? We can provide an inexpensive health check to advise you on what you need to do to gain maximum effect. We call on our years of experience and knowledge of best practice and why too many CX programs fail. We will:

Review your CX initiative/program/project to ensure it is fit for purpose
Recommend changes to make it more effective
Inform you of problem and pitfalls you are likely to encounter

Moving To The Next Level:

Do you want to make your changes sustainable? If so you will need to understand how customer centric your organization is and make changes to ensure the changes you’re making are sustainable. We will assess what stage of evolution your organization is and recommend changes.

Inform you of what you need to do
Prioritized recommendations
Ensure sustainability- Prioritized recommendations
Define how Customer Centric you are

How do we create an effective Customer Experience Program?

The 7 Key Strategic Questions Critical for a Successful CX

Here’s a peek:

What is the Customer Experience you are trying to deliver?
What are the emotions you are trying to evoke?
What do Customers really want and what drives & destroys value?

Develop a Customer Experience Statement:

Define the experience you are trying to deliver
Define the emotions you are trying to evoke
Define the implications of this to the organization

Training CX professionals on how to practice Behavioral Journey Mapping:

Design an internal training program for your organization to begin undertaking Behavioral Journey Mapping at all levels

Designing a Digital Experience:

Many organizations are now looking to digitally transform their organization along with their Customer Experience. This is great, but poses an opportunity and a threat.