Customer Experience Consulting Done Right

The CEO wasn’t sleeping well. His business was growing rapidly and everything appeared fine on the surface: his customer base was growing and his team was growing to meet demand. But were customers really getting the experience he and his company promised? Did his team members consistently deliver the service and support he expected of them? He didn’t know what he didn’t know, and it was nagging at him. That’s when he called us.

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Your customers' opinions can make or break your business. Do you really know how they feel about the experience you deliver? It’s time to find out.

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Research shows that a bad customer experience can have a negative impact on your business’s bottom line, which is why it’s so important to address customer experience concerns positively, promptly, and professionally.

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To ensure customer experiences are of the highest quality and you’re building satisfaction and loyalty among customers, you can work with a customer experience consulting firm to support the customer experience.

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Clarify Customer Experience Consulting

First things first, what is customer experience consulting?

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Customer experience consulting is an approach to business consulting that helps to solve problems in existing customer service processes. Consider instances like frustrating customer service phone calls, or poor email service. Customer experience consulting can help improve these experiences, leading to improved customer satisfaction and, thus, loyalty.

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In a world where poor customer experiences can cost a business money, customer experience consulting is the solution to customer service woes.

What to Look for in a Customer Experience Consultant

Beyond the impacts of poor customer service on a business, why trust a customer experience consultant? For starters, we’re the experts. As a busy individual or team, you likely do not have the time necessary to conduct a thorough and impartial assessment of your customer experience; we do. In addition, we bring unique capabilities and skills to the table that position us as helpful additions to your customer experience improvement process. When you’re picking a customer experience consultant, look for the following traits:

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Collaborative

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A customer experience consultant provides you with a collaborative experience that emphasizes your business goals and customer experience objectives and values. We’ll act as an extension of your team to understand your unique approach and constraints, and we’ll work within them. 

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Objective

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Sometimes, a third-party perspective is key to unlocking new insights and knowledge. As a third party, Intelligentics will remove internal bias or calibration issues that may arise when assessing service quality. In addition, we’ll be able to leverage our unique expertise in cross-industry quality assurance to design a customer-focused service approach suited to your organization and industry.

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Data-Driven

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Having access to the data is nearly as important as having access to the recommendations and outputs, as it can inform decision-making and training in the future. In addition, data will help to continually improve and enhance the customer experience. With ongoing reporting, training, and access to team performance dashboards, we equip you with the data you need and want to improve.

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Omnichannel

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Today’s world requires an omnichannel approach to customer interactions, especially customer interactions. By meeting customers where they are across a variety of channels, you are better equipped to meet their needs and preferences. However, a poor customer experience on any given channel can cause the whole tower to come crashing down. By engaging with a customer experience consultant, you can enhance service quality and consistency wherever customers reach you — from text and email to phone and webchat.

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Our Approach to Customer Experience Consulting

At Intelligentics, our mission is to help businesses power long-term success with valuable audience insights that come from reliable and data-driven approaches. One component of this is our customer experience consulting services, which support customer loyalty and satisfaction that allow your brand promise to shine across customer touchpoints.

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We do this with our Service Quality Assessment™ methodology, customer experience frameworks, and ongoing Reporting, Training, and Team Performance Dashboards. Keep reading to learn more about each of these components of customer experience consulting and how they benefit your business.

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Customer Service Frameworks

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Generally, we use a three-step framework of Research, Service Quality Assessment™, and ongoing Training to support clients with their unique needs and budget realities. Each of these three processes will move the needle on your customers’ experiences and satisfaction.

Consider for a moment the differences between customer service interactions between a salesperson and a prospective customer and between a technology support team and an existing customer. The interactions will be vastly different, in part because the goals and realities of those scenarios are different.

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With Intelligentics, businesses get an objective, third-party assessment of their customer satisfaction that looks not only at individual team members’ actions, but also at the larger systematic processes and procedures that could be contributing to client dissatisfaction. Then we’ll make recommendations for improvement, to optimize the business’s customer experience.

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Research

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At the research stage, we dive deep into what customers really think — their beliefs, perceptions, and satisfaction. With qualitative and quantitative research opportunities available, we’ll conduct the research that makes the most sense for your brand, based on the business’s unique goals and challenges. From Net Promoter Score (NPS) surveys to brand trackers, we’ll help you keep your finger on the pulse of changing customer sentiment and expectations.

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Service Quality Assessment™

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Our proprietary Service Quality Assessment™ methodology has been developed to fit seamlessly into your customer-facing operations and deliver the data and resources you need to exceed customer expectations in the "moment of truth."

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We’ll take actual communications between a client and their customers and provide tailored recommendations of opportunities for improvement. Our approach is unique because we have a deep understanding of what drives customer satisfaction and will analyze existing customer satisfaction, allowing us to tailor our output to measure what matters most to your customers.

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Ongoing Reporting, Training, and Team Performance Dashboards

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Using our proprietary Service Quality Central web portal, you’ll have access to data and multi-media training, as well as coaching solutions at the individual or team levels. We’ll stay on top of generating content, uploading it to the web, and delivering it. All you need to do is log in, take the data we’ve generated from doing our Research and SQA stages, and apply it.

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Flexibility

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Beyond the specific frameworks and tools we use, Intelligentics is proud to provide a unique flexibility to our clients and customers. Regardless of your business size or budget, we’re happy to collaborate to find a solution that meets your needs and budget realities. No one should be priced out of good customer experiences. Even if we can’t support your entire customer experience journey, we’re happy to help with the first steps.

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The Journey to Customer Experience Excellence: Next Steps

As for the CEO we referenced in the beginning, we were able to customize an approach that gave him customer feedback that both assured him of their satisfaction and highlighted the areas and individual team members that needed coaching and accountability. In addition, he gets reliable and objective monthly performance data that drives continuous improvement and allows him to get a good night’s sleep.

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If you’re experiencing customer experience dissatisfaction, low resolution rates, or high churn rates, maybe it’s time to invest in an objective third party to assess your customer experience quality and efficacy. By working with a customer experience consultant, you can better address your customer experience needs and create a high-quality, omnichannel experience that you — and your customers — can be proud of.

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Working with Intelligentics brings you the value of customer experience consulting on your own terms. By working with us, you’ll experience a collaborative, objective, data-driven approach to omnichannel experiences that will make a difference.

Reach out to us today to schedule an introductory call and get to know more about the unique benefits of Customer Experience Consulting for your specific concerns.