In today’s highly competitive environment, where margins are thin and growth is uncertain, organizations must distinguish themselves with a superior customer experience to attract and retain high quality customers. However, despite the heavy focus on Customer service initiatives, installation of specialized service units and implementation of service training, businesses continue to find the gap between what customers want and what they actually get rather daunting.

Today’s organizations generally lack a cohesive strategy in managing their customer’s experience. The main challenges they face fall into one or more of the following categories:

• An inadequate understanding of real customer touch-points
• Lack of a fully defined target customer experience and an unclear understanding of the current “real” experience
• Poor or missing tactical plan for implementating experience enhancements to key customer touch-points in a time horizon acceptable by customers
• Inadequate definitions and processes for measuring and managing ongoing customer experience

In order to meet the challenge of enhancing and managing your ongoing customer experience in accordance with market demands, a cohesive practical strategy must be employed.

THE LOBUE APPROACH

LoBue works with our client to integrate customer experience management into all customer touch-points, from end-to-end. Our Customer Experience Definition (CED) process is a realistic approach designed to optimize interactions from the customer's perspective and, as a result, foster customer loyalty.

Key elements of the Customer Experience Definition include:

• Document Customer Touch-points – During this process all customer touch-points are identified and classified, based on LoBue’s proven methodology. Further, these touch-points are analyzed to identify customer pain points.
• Obtain Customer and Employee Feedback – Through existing data, surveys and focus groups, feedback is accumulated to ensure clear understanding of customer issues and requirements.
• Establish Baseline Customer Experience - By focusing on common experience threads which run across channels, business, and products, LoBue identifies what is done well, what could improve and what must improve.
• Recommendations for Customer Experience Enhancement - LoBue documents findings and recommendations by line of business, product, service and interdependencies. Further, recommendations are evaluated to determine impact to customer and level of effort required for implementation.
• Define Target Customer Experience and Management Process – The culmination of the CED process is the complete target definition for your organization’s customer experience, focusing on points of difference where improvement will deliver the greatest value to the customer. An organization’s CED, roadmap for achieving it and tools for on-going management are the critical components for a sustainable and high impact customer experience.

LoBue consultants work hands-on with client management to establish the recommended programs and processes and implement change to ensure that the customer experience is significantly improved and actively managed in the ongoing environment.

REAL RESULTS

LoBue provides organizations a practical way of addressing their customer experience concerns. From identification of your customer touch-points all the way through implementation of high impact recommendations, our programs our focused specifically on customer experience optimization for your customers.

LoBue's CED program is designed to yield:

• A clear organizational understanding of customer segments and the contribution each one brings to the top line
• An evolution of legacy customer service units from reactive measurement and problem management to proactive units focused on customer experience enhancement and management.
• A reduction and consolidation of current customer touch-points to ensure the appropriately equipped units are managing customer experience
• Reorganization of customer facing organizations to significantly increase customer face time
• A Reduction of product/service fulfillment time from days to hours
Significant increase in customer satisfaction across all channels