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Create an
Outstanding
Customer Experience
© Copyright Emergent Consulting 2020. All Rights Reserved.
Customer experience is
“How customers perceive their interactions
with your company.”
(Forrester)
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 2
“The secret sauce of Amazon – the number one
thing that’s made us successful, by far –
is obsessive compulsive focus
on the customer
as opposed to obsession over the competitor.”
(Jeff Bezos)
More than two-thirds of companies
compete primarily
on the basis of customer experience
– up from 36% in 2010
(Gartner 2018)
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 4
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 5
Expectations are increasing among
customers are – influenced by the
greatest businesses
Reduced profitability
often results from
failing to meet customer expectations
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 6
The customer experience needs to be
enhanced over a time horizon.
The organisation will implement
incrementally, learn, and pivot
The ability to refer back to a defined CX will be advantageous
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 7
Business Benefits
Customer Benefits Organisation Benefits Employee Benefits Industry Benefits
The organisation will have a greater
understanding of what is important for
customers
Clarity on what the customer
experience could look like and the
capabilities required to deliver it
Employee views will be heard and gain
greater insight into what is important
for customers
A cross-section of industry views will
be heard
The customer experience will be
designed and tested with customers
Greater clarity on activities that add
the most value to customers
Co-design the customer experience More opportunities to engage with
end-customers and the organisation
Engage in a customer experience that
reflects what is important to them and
suits their individual preferences
Ability to act on quick wins Enjoy greater satisfaction from work
knowing that they are contributing to
an outstanding customer experience
Increased business
Improve the outcomes which
customers receive and deliver more
value-for-money
Customers will be more engaged and
promote the brand. Increase in new
customers and repeat business
Greater sense of pride working for
the organisation
Have a more rewarding experience Invest in initiatives that will have the
greatest impact for the customer
experience and the organisation
Market differentiation and competitive
advantage – unique customer
experience and customers that actively
promote the brand
Greater financial performance due to
higher revenue and increased
efficiency
Staff and industry will become more
engaged
LEGEND
Short-term
Medium- or long-term
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 9
Consequences of taking no action
• Loss of customers
• Reduction in profitability
• Loss of the best employees
• Competitors increase the gap between your organisation and theirs
• Initiatives are not aligned with the customer experience
• The cost of improving the customer experience and the business in
general increases the longer no action is taken
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 10
Customer experience is the front stage of your organisation
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 11
Customer experience is the front stage of your organisation
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 12
Customer experience is the front stage of your organisation
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 13
It is underpinned by business capabilities
Slide 14
The customer experience will be
emergent as the capabilities
mature and align
Value Proposition for Customer Experience
Design an outstanding
customer experience
that will differentiate
your organisation.
Implement the
customer experience
incrementally.
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 15
Craft your customer experience
• Define and articulate what an outstanding customer experience (CX)
– and how needs and expectations would be satisfied consistently.
• A defined customer experience would also be essential for
determining the points of difference for the organisation; defense of
existing market share; and identification of business capabilities
required, external partners, and dependencies.
• The enhanced CX will be implemented over a time horizon.
Determine the order in which capabilities must be implemented
and plan accordingly.
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 16
The Blueprint will incorporate six facets
Slide 17
Customer Experience Design
•Consultation
•Co-design
•Blueprint development & socialisation
Business Capability Planning
•Planning
•Prioritising
Incremental Implementations
•Implementations
•Ongoing realignment
•Continuous improvement
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 18
Approach for design
• A key input into the strategic planning process is the customer’s
perspective.
• The project has been organised to ensure timely and complete input.
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 21
Initiation and Vision Setting
Stakeholder Consultation
Customer Experience Blueprint Development
Blueprint Testing and Finalisation
Roadmap Development
Socialisation and Transition
Key inputs for strategic planning
Key inputs for strategy execution
Implement incrementally
• Determine the capabilities and interdependencies to progressively
implement
• Execute the roadmap
• Iteratively implement the customer experience
• Learn from experience and adjust for optimal results
• Measure tangible benefits
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 22
Our industry experience with CX
Care
Organisations
• Residential Care
• Community
Services
• Retirement Living
• Disability Services
• Family Services
• Youth Services
Education
Organisations
• Traditional
Learning
• Online Learning
• Blended Learning
Membership
Organisations
• Aged Care
• Community
Services
• Construction
industry
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 23
Experience generally across other industries
Care
Higher
Education
Secondary
Education
Banking
Financial
Services
Professional
Services
Natural
Resources &
Utilities
Government
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 24
Taking the next step
• CX engagements can range from a 2 week duration to a full design and
implementation process
• Speak to us about the best approach and scope considering priorities and
budget. We will be able to come up with an approach that will work well
for you and deliver the desired results
• Emergent would love to create an outstanding customer experience
with you
• Contact us for a complementary meeting:
• Phone: 08 8257 9104 or 0414 467 134
• Email: anthony@emergent-consulting.com.au
• Web: www.emergent-consulting.com.au
• We look forward to working with you
© Copyright Emergent Consulting 2020. All Rights Reserved. Slide 25

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Create an Outstanding Customer Experience

  • 1. Create an Outstanding Customer Experience © Copyright Emergent Consulting 2020. All Rights Reserved.
  • 2. Customer experience is “How customers perceive their interactions with your company.” (Forrester) © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 2
  • 3. “The secret sauce of Amazon – the number one thing that’s made us successful, by far – is obsessive compulsive focus on the customer as opposed to obsession over the competitor.” (Jeff Bezos)
  • 4. More than two-thirds of companies compete primarily on the basis of customer experience – up from 36% in 2010 (Gartner 2018) © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 4
  • 5. © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 5 Expectations are increasing among customers are – influenced by the greatest businesses
  • 6. Reduced profitability often results from failing to meet customer expectations © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 6
  • 7. The customer experience needs to be enhanced over a time horizon. The organisation will implement incrementally, learn, and pivot The ability to refer back to a defined CX will be advantageous © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 7
  • 9. Customer Benefits Organisation Benefits Employee Benefits Industry Benefits The organisation will have a greater understanding of what is important for customers Clarity on what the customer experience could look like and the capabilities required to deliver it Employee views will be heard and gain greater insight into what is important for customers A cross-section of industry views will be heard The customer experience will be designed and tested with customers Greater clarity on activities that add the most value to customers Co-design the customer experience More opportunities to engage with end-customers and the organisation Engage in a customer experience that reflects what is important to them and suits their individual preferences Ability to act on quick wins Enjoy greater satisfaction from work knowing that they are contributing to an outstanding customer experience Increased business Improve the outcomes which customers receive and deliver more value-for-money Customers will be more engaged and promote the brand. Increase in new customers and repeat business Greater sense of pride working for the organisation Have a more rewarding experience Invest in initiatives that will have the greatest impact for the customer experience and the organisation Market differentiation and competitive advantage – unique customer experience and customers that actively promote the brand Greater financial performance due to higher revenue and increased efficiency Staff and industry will become more engaged LEGEND Short-term Medium- or long-term © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 9
  • 10. Consequences of taking no action • Loss of customers • Reduction in profitability • Loss of the best employees • Competitors increase the gap between your organisation and theirs • Initiatives are not aligned with the customer experience • The cost of improving the customer experience and the business in general increases the longer no action is taken © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 10
  • 11. Customer experience is the front stage of your organisation © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 11
  • 12. Customer experience is the front stage of your organisation © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 12
  • 13. Customer experience is the front stage of your organisation © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 13
  • 14. It is underpinned by business capabilities Slide 14 The customer experience will be emergent as the capabilities mature and align
  • 15. Value Proposition for Customer Experience Design an outstanding customer experience that will differentiate your organisation. Implement the customer experience incrementally. © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 15
  • 16. Craft your customer experience • Define and articulate what an outstanding customer experience (CX) – and how needs and expectations would be satisfied consistently. • A defined customer experience would also be essential for determining the points of difference for the organisation; defense of existing market share; and identification of business capabilities required, external partners, and dependencies. • The enhanced CX will be implemented over a time horizon. Determine the order in which capabilities must be implemented and plan accordingly. © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 16
  • 17. The Blueprint will incorporate six facets Slide 17
  • 18. Customer Experience Design •Consultation •Co-design •Blueprint development & socialisation Business Capability Planning •Planning •Prioritising Incremental Implementations •Implementations •Ongoing realignment •Continuous improvement © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 18
  • 19.
  • 20.
  • 21. Approach for design • A key input into the strategic planning process is the customer’s perspective. • The project has been organised to ensure timely and complete input. © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 21 Initiation and Vision Setting Stakeholder Consultation Customer Experience Blueprint Development Blueprint Testing and Finalisation Roadmap Development Socialisation and Transition Key inputs for strategic planning Key inputs for strategy execution
  • 22. Implement incrementally • Determine the capabilities and interdependencies to progressively implement • Execute the roadmap • Iteratively implement the customer experience • Learn from experience and adjust for optimal results • Measure tangible benefits © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 22
  • 23. Our industry experience with CX Care Organisations • Residential Care • Community Services • Retirement Living • Disability Services • Family Services • Youth Services Education Organisations • Traditional Learning • Online Learning • Blended Learning Membership Organisations • Aged Care • Community Services • Construction industry © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 23
  • 24. Experience generally across other industries Care Higher Education Secondary Education Banking Financial Services Professional Services Natural Resources & Utilities Government © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 24
  • 25. Taking the next step • CX engagements can range from a 2 week duration to a full design and implementation process • Speak to us about the best approach and scope considering priorities and budget. We will be able to come up with an approach that will work well for you and deliver the desired results • Emergent would love to create an outstanding customer experience with you • Contact us for a complementary meeting: • Phone: 08 8257 9104 or 0414 467 134 • Email: anthony@emergent-consulting.com.au • Web: www.emergent-consulting.com.au • We look forward to working with you © Copyright Emergent Consulting 2020. All Rights Reserved. Slide 25

Editor's Notes

  1. Welcome Purpose: highlight the importance of customer experience and how organisations can design and implement in an effective way
  2. What is customer experience Agenda: Intro What is customer experience Value proposition Process and approach Experience Next steps
  3. Disconnect between what CEO’s think and what their customers think CEOs often think they provide an outstanding CX, however it’s common for fewer of their customers agree We need to get real Spoken a lot about technology. In this presentation we will highlight importance of
  4. How has COVID-19 impacted? CX is as important as it’s every been Now organisations need to quickly adapt to changing conditions and continue to provide a good or great experience Risk losing customers and bad press
  5. How has COVID-19 impacted? CX is as important as it’s every been Now organisations need to quickly adapt to changing conditions and continue to provide a good or great experience Risk losing customers and bad press
  6. How has COVID-19 impacted? CX is as important as it’s every been Now organisations need to quickly adapt to changing conditions and continue to provide a good or great experience Risk losing customers and bad press
  7. CX is the front stage
  8. CX is the front stage
  9. CX is the front stage
  10. How well do business capabilities support the current CX? Is they don’t support well, we should start with the design of an outstanding CX and work backwards Align the business capabilities to support the CX
  11. The value proposition from Emergent Consulting is: Specifically design the CX based on customer research Implement the CX incrementally