Customer Experience (CX)
We Help Optimize Every Interaction to Delight Your Customers
Are your organization’s people, processes, and technology aligned to exceed your customer’s expectations consistently? If not, you aren’t alone. Just being competitive on cost and product offerings is no longer good enough. It is imperative that in this ultra-competitive environment that you deliver value, the right information at the right time, innovative solutions and are accessible. Each interaction with your customers is an opportunity to strengthen the relationship and create a competitive advantage
To improve customer experience Implementation Engineers helps create the internal capability to delight your customers.
Contractual agreements typically do not cover everything that is required to delight customers. It is assumed that cost, quality and delivery will be met or exceeded throughout the life of the contract. The other less tangible elements that are equally important in delivering value include interaction with your other customer-facing employees such as engineering, sales, customer support, logistics, operations and so on. Every touch point and communication can be measured and managed to ensure you drive positive outcomes for your customer. Defining expectations for beyond contractual obligations can be tough, but we help clarify those expectations that are critical to quality of customer experience. Ultimately, we must put ourselves in the customer’s position and not only understand their voice but the elements that will allow us to form an enduring partnership.
Defining your customer journey helps your organization understand where we can positively influence the customer experience. Are there too many interactions that drive confusion or maybe not enough to fully support your customer? We will map the current customer journey, understand the gaps, overlaps, and internal processes that coincide with the journey. Defining the new customer journey is the next step that allows your people to understand the vision and support it.
Internal Process and Metrics:
With the internal journey developed it must be link to all the related internal processes as well as metrics. This is not just the sales process but all supporting processes that are critical to quality. Each interaction allows for an opportunity to capture critical data in ensuring your customer’s journey is executed flawlessly. Our Performance Analytix process quickly develops the right measures to control your operations and drive out recurring issues and inefficiencies.
Execution Aligned to Customer Experience:
Your customers are experts in their business, and they expect you to be the best in yours, so there is less risk in their supply chain. Meeting changing demand patterns, shorter lead times while driving down cost is a tall order. With your customer’s expectations understood, the journey defined and the process in place it is a matter of delivering outcomes and ensuring every touchpoint delivers value and provides them with the confidence that you will continue to exceed expectations. Implementation Engineer’s people are experts at making things happen and making it repeatable. We will coach and mentor your team to have the same commitment to customer excellence that aligns the internal organization to the customer experience of driving outcomes and ensuring every touchpoint delivers value and provides them with the confidence that you will continue to exceed expectations. Implementation Engineer’s people are experts at making things happen and making it repeatable. We will coach and mentor your team to have the same commitment to customer excellence that aligns the internal organization to the customer experience.