To optimise the benefit that organisations can gain from strong customer experience management practices, Jericho utilises the following process to help clients build a complete program for their business operation:
- Initial Audit of the organisation’s operations, propositions, strategies, customers & environment in order to understand market positioning; business objectives; competitive advantages; and corporate & brand values. It is essential at this stage that industry critical success factors are identified.
- Internal Audit
- End-to-end audit - of the business to better understand the customer lifecycle; the internal ‘value-chain’; and to identifying all customer touch-points, interaction-categories and resulting/ potential “moments-of-truth”.
- Insight – the design & implementation of one-off or on-going research activities to help the business better understand brand perceptions; customer satisfaction; customer expectations & perceptions; and degree of advocacy/ net promotion likelihood.
- Diagnostics – Utilising the information gathered during the auditing exercises, Jericho works with the client to build an accurate picture of the strengths & weaknesses of the business as it currently stands, including areas for specific operational focus.
- Design Strategy & Innovation workshops and exercises with management & operational teams to identify, test & build the new and/or improved customer experience strategies & practices.
- Internal Communication to help all business stake-holders to understand and ‘buy in’ to the new customer experience strategies & practices.
- Implementation & Integration – Working with the business to implement system & process changes, ensuring that they are fully and properly integrated across all business operations.
- Measurement – On-going analysis of customer experience to ensure that the new customer experience strategies & practices continue to deliver improved top and bottom line performance.
- External Communications – the formulation and communication of branding & public relations activities to ensure that customers, prospects and other external stakeholders are aware of the improved customer experience performance.
