From greeting the customer to making of him a regular, we share the tips that make your client happy and your business blooming
What is Customer experience transformation ?
Customer experience is a concept created in 1960 in the United States
The Key Steps
In the 1980′ as big brands and distribution networks were growing, the abundance of new supply was enough to satisfy clients
From the years 2000′, increasing competition and the crisis of 2009 put a slowed down consumption, pushing companies to lean more towards customers
Customers are back in control
Customers move from one experience to another and from one purchase to the other. If he has known a positive experience in one of his purchases he will compare that experience to all future purchases.
Customer experience includes all point of contacts with the company, from the moment he wishes to purchase to the transaction itself. All of the company’s organization is therefore impacted, whether they communicate directly or indirectly with customers.
Customer experience encompasses all of the customers’ contacts whether emotional (irrational bonding to the brand or product) or rational (evaluation based on facts such as product quality or waiting time for service).
Impact on financial performance
Michigan University Pr. Fornell proved that companies with high client satisfaction level will also have better financial results (excellent performance at stock exchange, better cash flow and share value).
To test the correlation between financial performance and client satisfaction, Pf. Fornell has gathered the top 30 entreprises with the highest ACSI (American Customer Satisfaction Index) score.
The ACSI is an annual study, gathering 80000 american customers to measure the level of satisfaction of 200 different companies.
Client Experience takes into account several complex subjects such as (customer service, IT, marketing…) It is become more difficult and expensive to provide clients with a good experience and companies need to invest.
Booster Academy methodology for client’s experience optimisation in 6 steps
- Audit Client’s journey : from the idea of purshasing to After Sales Services
- Identifiying and implementing KPIs
- Recommendations on existing path and proposal of new additions to improve the client’s journey
- Behaviour recommendation on different stakeholders
- Solution spreading and team mobilization
- Post analysis, KPIs follow-up and adjustments