Are those experiences helping or hurting customer loyalty? The price of not knowing can be high; your organization’s profitability and cost control may depend on whether customer experiences result in stronger loyalty and satisfaction.
ICMI can help you assess the quality of your customer experience and enable you to drive higher loyalty and profitability. We help you define, from a customer‘s perspective, what you need to be delivering. ICMI can enable you to execute on your strategic vision by aligning practices and technology with business objectives. Our solutions will put your organization on the path to continuous improvement, so that customer satisfaction becomes a competitive differentiator. Let ICMI help you improve the customer experience, increase loyalty and make positive contributions to the bottom line.
SOLUTION DETAILS
- ICMI clarifies your objectives by bringing in the perspectives of key stakeholders – including senior management, product management and marketing – to define the desired customer experience for each segment.
- ICMI helps your organization articulate the customer experience vision in terms of business strategies, product support activities, loyalty models, customer segmentation strategies and more.
- We work with the contact center and business stakeholders to determine the scope of your customer experience management (CEM) strategy. We then determine what information to collect and what to measure in order to understand the experience accurately within the scope.
- ICMI maps experience interaction types, such as inbound agent calls and speech IVR systems, and interaction touch points, including those that are relationship-intensive and differ by service management type.
- We take statistically accurate samplings to understand the impact of common dissatisfiers, such as information being conveyed inconsistently or agents’ use of negative phrases.
- ICMI measures and analyzes the customer experience end-to-end through multiple channels, including email, IVR, chat and phone. We help you discover which channels are most popular with customers – and whether they are satisfied with their experiences.
- ICMI enables you to evaluate the customer experience from an opportunity perspective, showing how you can enhance strategic value by building brand reputation and increasing efficiency and loyalty.
- ICMI improves the consistency and analytical potential of your customer research by creating a customer loyalty model that captures specific experience attributes within service encounters that most satisfy customers, drive profitability and improve loyalty.
- Using our experience and leading practices, we guide your customer research analysis of post-transactional survey data, voice of the customer (VOC) application data and product feedback. We help you identify loyalty risk factors, service level tolerances and more.
- We assess how to improve experience management practices in two key areas: people (culture, rewards and recognition, performance management and training) and process (planning and budgeting, quality management, service level management, real-time management and more).
- ICMI evaluates your implementation of customer experience technology, including IVR/VRUs, workforce management systems, quality management systems, speech analytics, CRM and more. We help you align these implementations with your strategic objectives and designs for the customer experience.
SOLUTION VALUE
- ICMI will give you a clear understanding of the relationship between the customer experiences your organization is delivering and whether those experiences are increasing loyalty or speeding defection. ICMI’s Customer Experience Assessment will enable you to redesign customer experiences so that they have a positive impact on your business.
- With an up-to-date customer loyalty model, you will be able to see how strength in key customer experience attributes, such as “perceived value” and “convenience,” not only deliver benefits to customers but also give you the input you need to implement self-service and other applications that increase efficiency.
- ICMI will enable you to raise the contact center’s strategic value by sharing customer experience insights with other departments and operations, where they can be applied to Web site design, marketing, product and service development, sales and more.
- ICMI will help you reduce costs and increase profitability by improving the customer experience.
