Customer Experience (CX) Management
In a world disrupted (for good and bad) with AI and technology-driven solutions, it’s more important than ever to re-evaluate both traditional and tech-enabled customer experiences. Whether an organization is providing a service or a product, customer experience management is often relegated to an interaction between a customer and a computer. From grocery shopping to scheduling appointments to paying bills to managing our healthcare directives - seems like a computer is our first path and often our only path to accomplish our daily tasks. To be clear, customer experience management is much bigger than ensuring a nice-looking or intuitive application user interface.
Bluphrog is Passionate about the Customer Experience
Everyone working for a living is working every day to serve customers. Those customers may be internal (team member, supervisor, stakeholder) or external, but honestly it’s not that different. The better we know who we are serving, understand what they are trying to accomplish, and understand how they are trying to accomplish those tasks - the more equipped we are to craft our “work product” to their liking. In short, Bluphrog takes a familiar approach to these efforts:
Define the customer journey (all touch points) - by establishing input sessions and feedback channels with MANY customers.
Analyze each touch point for strengths, weaknesses, and opportunities.
Develop plan to both measure customer satisfactions (e.g. Net Promotor Score surveys, software usability metrics, customer trouble ticketing systems, etc. The approach to gathering feedback must align to the specific type of touchpoint.)
Deliver improved experiences at each touchpoint, and continue collecting feedback.
Adjust customer touch points to improve the experience as informed by the feedback in an ongoing manner.
See your net promotor scores and customer satisfaction and loyalty improve!
Download a Customer Experience Program Paper created for organizations providing NIST, FISMA or FedRAMP compliance services. The plan can be easily adjusted for other verticals.
Customer Experience Excellence Program built for organizations delivering FedRAMP and compliance services. The program is easily adaptable to other verticals.
Customer Experience Surveys - Customer Feedback Collection surveys compiled for a national hospitality/retail organization
Customer Experience Program Monthly Report - Generated from Analysis of all Completed CX Surveys - both General and as Part of Incident Follow Up.