A rapid, but deep review into the processes and outputs of your organisation and their alignment to CX principles.
Customer experience factors are the key differentiator for advisors in their choice of platform (over and above charges), yet it is difficult to know where best to spend time and effort to ensure the best return on investment. Platform Action have developed a lightweight methodology that measures and reports back in seven specific areas of your customer experience capability, combining over a hundred individual metrics.
A deep analysis of the operational efficiency and effectiveness of call centres, including on-site immersion and measurement.
Customer interactions with contact centres are ‘moments of truth’ that can shape the relationship between you and your customers or end them. Not only this, but efficiency of these units is most often the major factor in the ‘cost to serve’ your customers. From the inside it can be hard to analyse objectively where things are going right and wrong. Statistical analysis combined with experienced insight delivers improved outcomes.
Analysis of the online user experience from the perspective of the customer, delivered by customer interaction experts.
User testing is a critical activity to understand where interaction is failing, however it can be expensive, difficult and slow to get started. Organisations often feel defensive about opening to these activities, particularly prior to launch of a new platform. While we would strongly recommend user testing as an approach, the expert analysis can give companies a leap forward.
Enhancing customer journeys through creative cutting-edge designs.
Customer experience should be at the fore in the design of your new online journeys. Keeping up with trends in user interaction design is hard for large companies. Despite marketing differentials, many platforms end up looking similar. Differentials are lost and services can already feel tired at launch.
Creation and definition of a set of guidelines for a brand-aligned digital experience, linking with existing print and general brand design guidelines.
Traditional brand guidelines often require tailoring for online transactional experiences as digital constraints offer opportunities for dynamic interactions that reach beyond the basic brand representation. Even agency-created digital brand design bibles tend to cover only static website content and do not specify a framework for user interaction.
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