No matter where you are on your customer experience journey, PeopleMetrics can help you develop a customer experience strategy that will help you prioritize resources and exceed your goals.
Desired Customer Experience Strategy Sessions
In this session we help leaders understand the emotional impact of company touchpoints. The most powerful of experiences triggers a positive emotional response in the recipient. Together we work with your team to map the customer journey and imagine how each touchpoint along the customer journey makes a customer feel and how you would like it to make your customers feel.
The emotional promise and commitment to customer experience goals becomes the foundation on which all subsequent transformation work is based.
Moment of Truth Breakpoint Mapping Sessions
Following the initial strategy session, operational workshops are used to map the breakpoints and opportunities to deliver against the promise.
The goal in these sessions is to identify where current operations are broken or interfering with the delivery of your desired customer experience. These sessions also include ideation work to uncover opportunities to reinforce the desired experience.
A Foundation for Action
The hard work done in our customer experience strategy sessions forms a solid foundation for all the work that follows. Once a clear customer experience vision is established, we then work with you to align your employees and culture around this shared vision. Progress is carefully measured using our Voice of the Customer software where we apply a rigorous research methodology and dig deep into the data using advanced analytics.