Are you Realising Your Brand Promise?

Surface Assessment

For our surface assessment, we interview Senior Management, Customer Champions and subject matter experts within your organisation.

Assessing your Brand and Customer Promise

Are you an innovation leader or the functional brand for discerning customers?? More importantly are you delivering this promise through your customer touch points??

The Key questions we try to answer here include:

Who are your customers? what do they buy? what problems are they trying to solve? what are they trying to achieve? why do or don't they buy?

To answer these questions, we speak with customers, frontline staff and the stakeholders in key positions of your service or product delivery to assess whether your “Brand Bible” is being adhered to.

Employee Engagement and Culture

If I was to call one of your employees at 4 o’clock in the morning, how would they describe your Customer Experience??

Sounds radical but the critical components of your customer experience and brand delivery are the people you entrust with this duty. How your employees think about the customer is critical to winning their winning their hearts and minds.

CX Governance

Beyond the promise and delivery is a look at how senior management govern and implement your CX strategy. Within governance, we look at policy, rules, regulations and the rewards systems in place in your current Customer Experience offering.

At the heart of any organisation, there is a growth strategy. Our job is to determine whether or not your customer is at the centre of this growth strategy and to assess what governance is in place but more importantly what decisions are being made with them in mind.

With facilitation, our team immerse themselves within your organisation to act as the eyes and ears of the CX Sponsor. We assess whether the current SOPs are practical and effective but ultimately we assess whether or not the new CX guidelines are being adhered to.

Measurement and Analysis

Our team create a feedback mechanism to help us to listen to your customers feedback. Are they feeling the benefit of the new Customer Experience you have created, are there teething problems that need to be ironed out?? This measurement forms part of a continuous improvement process, this allows your organisation to develop a better CX fit through multiple iterations and ensures the successful delivery of your Brand Promise.

We continuously record and examine the data. We focus on the KPI’s that have an impact on your bottom line.

Project Management

Resonation oversee the new strategy implementation and work closely with your management team to assess the challenges being faced during implementation. Is there a resistance to carry out new procedures?, do staff need more training?, is there a resource/technology gap that is effecting successful implementation?

We dig deep into the data and measure continuously to ensure that your vision is being delivered at key customer touch points.