How do I establish a Customer Experience change program that is proven to produce results?
Reports from Nunwood and Forrester show that many CX programs fail. Why is this? Too many are not sequenced in the right way, too many do not address the common problems and pitfalls that you will face. By contrast, our case studies show our client’s programs have enjoyed great success. This is one of the reasons why we have been recognized by the FT as one of the best management consultancies in the UK, despite the fact we are headquartered in the USA.
Since 2002, we have completed hundreds of successful implementations. We understand the problems and pitfalls and use this knowledge to create our unique tools and methodologies. One of our clients improved their Net Promoter by 40 points in 30 months which gave them a 10% rise in volumes.
Our CX programs are customised to meet the needs of all our clients at whatever stage of development you are. Here are the key questions you should be asking yourself.