WHAT IS YOUR DIGITAL OR PHYSICAL EXPERIENCE LIKE?
Whether you are a small, medium or large organization, why not let Colin or one of our team review your digital or physical experience?
We will:
- Act as a customer, buy your services and interact with your organization
- Compare you against best practice
- Identify the root cause of a poor experience
- Present you with a series of actionable recommendations
WORK WITH THE GLOBAL LEADERS IN CUSTOMER EXPERIENCE
Digital Health Check:
- We will act as a customer taking screenshots of each step of our journey.
- We will record the good and bad aspects of your experience.
- We will interact with you over social media and ‘chat’.
Physical Health Check:
- We will visit your store or site and act as a customer.
- We will record calls with your contact centers where appropriate.
Where it is difficult for us to act as a customer.
Sometimes when we do this in business to business situations it is difficult to act as a customer. In these cases we will talk with your customers instead.
Discovering the challenges: Internal assessment
No one wants to deliver a bad experience. This typically happens when there is something happening in the organization that is unintentional or people just don’t know what they don’t know! We will talk with people in your organization to identify any root causes of a poor experience and recommend changes.
Where it is difficult for us to act as a customer.
Sometimes when we do this in business to business situations it is difficult to act as a customer. In these cases we will talk with your customers instead.
Discovering the challenges: Internal assessment
No one wants to deliver a bad experience.
This typically happens when there is something happening in the organization that is unintentional or people just don’t know what they don’t know!
We will talk with people in your organization to identify any root causes of a poor experience and recommend changes.
ACTIONABLE RECOMMENDATIONS
- We will present back our findings and actionable recommendations
- We will also use this as an opportunity to educate people on how to improve your experience
- We will point out any problems and pitfalls and how to overcome them
One of our most famous examples of this work is when we were asked by a large insurance company in the UK to go through their claims process. We were given a car, then had to crash it and make a claim!
Watch our client explain this.
This is a more extreme example of what we can do.
The investment needed for this engagement is entirely dependent on what aspects we review.
We will agree to the scope of the project at the beginning and provide you with a fixed price. For a small business this can start as low as US $7,500 and take just a week to complete.
