Phase one is to gain an in-depth understanding of the current status of your CX. Don’t worry! We’ve seen it all, and we’re fully equipped with the right processes, experts and solutions to start your CX from scratch or to take your current CX strategy to a whole new level. That’s why our first phase is an CX Program Health Check and Assessment to align the program to your strategy and fully tailor it to your values and scenarios. We do this using industry benchmarking and team workshops. The information gathered and analysed from phase one is crucial for your CX success.
Phase 1: Audit
Phase 2: Design
Next, phase two, our design and content phase. Having the right questions with a highly branded design makes all the difference to our uptake and completion metrics. Customers need to be focussed and interested in order to complete all of the questions. We achieve this through a mixture of video, voice and text communications that are right on brand for your customer.
While we finalise your CX design and frame up your individualised program portal, our team works closely with your teams to get maximum understanding and buy-in. We need to build team confidence in why this matter? How to use it the right way? What’s in it for me? So the program touches all departments and teams, so they understand how powerful this solution can be for their own KPIs. We set your whole business up for success.
Phase 3: Training
Phase three is testing and training. Feedback ASAP provides expert support to your business every step of the way to maximise engagement from your senior leadership team to your store managers. We know personal communication is imperative when implementing a successful CX program, so although the data and information is extremely important, we put communication at the top. It makes your life a lot easier if we take charge of support for your leaders and managers, particularly while they get use to the new portal.
While we finalise your CX design and frame up your individualised program portal. Our team works closely with your teams to get maximum understanding and buy-in. We need to build team confidence in why this matter? How to use it the right way? What’s in it for me? So the program touches all departments and teams, so they understand how powerful this solution can be for their own KPIs. We set your whole business up for success.
Phase 4: Launch
Phase four is our launch phase. This is an exciting moment when everything comes together and your whole business is pointing in the same direction – towards the customer. CX has the power to turn any company culture into a motivated, highly invested customer-centric culture.
Phase 5: Analysis
Phase five is all about feedback analysis, alerts and reporting. This is where the rubber hits the road. Managers start to gain real insights and a clear picture of what’s really happening for your customers. For the first time, businesses can actually pinpoint individual, team, region and business opportunities for improvement and success. Near real time alerts enable quick responses to customers and staff alike. This is where any negative customer experience can be quickly turned into a positive one with fast and focused action.
Phase 6: Improvement
And finally, phase six, our action, L&D and improvement phase. Once we know what our opportunities are, it’s time to fix the problems and celebrate the stars. Your learning and development portal can be integrated into our CX portal so your training modules can be recommended for improvement or service gaps.
Your CX Advantage
RETAIL OPS CX ADVANTAGES
- Enable behaviour Change
- Inspires true customer empathy
- Type, Talk or Video feedback options
- Real time action alerts
- Links to eLearning
- Insights by day, week, month and quarter
- Targets the number one opportunity by team member
- Enforces best practice action habits
- Keeps your team accountable
- Links to sales and foot traffic
- NPS inclusive
- Boosts local Google ratings
- Profiles by customer, spend and segment
- Feedbacks on new and lost customers
- Captures competitor information
- Improves path to purchase opportunities
PEOPLE & CULTURE CX ADVANTAGES
- Know where to skill-up your workforce
- Enhance eLearning, traffic and sales link
- Enables personalised training and feedback
- Performance profiling
- Target bottom 20%
- Action planning system and tracking
- Align to recognition and reward
- Develop best practice and top tips
- Promotes a customer led culture
- Improves staff engagement
- Supports labour and roster planning
- Quarterly results reviews
- Celebrate individual and team success
- Build staff loyalty
- Empower your managers with factual information
MARKETING CX ADVANTAGES
- Path to purchase insights
- Website visits prior
- Competitor insights
- Shopping patterns
- Campaign by campaign insights
- Boost social ratings
- Grow local Google ratings
- Customer loyalty drivers
- Omni-channel impact
- Understand non-buyers
- Build brand reputation and perception
- Lead generation
- Customer profiling
- Marketing spend effectiveness