Research indicates 91% of organizations believe that a clear and well executed customer experience strategy provides significant competitive advantage, yet 81% of customer experience initiatives fail. We work with clients to create customer experience transformations underpinned by a deep understanding of the customer and the internal mechanics and dynamics to deliver it.
While many companies have done some form of customer journey mapping, very few have gone the extra step to define the stages and steps in their employees journey – the key moments that create engagement and advocacy. There is a strong correlation between employee advocacy and customer advocacy, so the two should go hand in glove – you don’t get a great customer experience from unhappy employees. Here’s how we help: