CUSTOMER AND EMPLOYEE EXPERIENCE
Customer experience and employee experience
A customer experience does not last if the experience of the teams who deliver it deteriorates. We improve both at once, from organisational audit to a pilot on the ground.
WARNING SIGNS
Four signs it is time to act.
Customers complain about the same issues, and so do the teams.
Each department designs its own journey without seeing the others’.
Customer satisfaction programmes run out of steam for lack of team support.
A strategic customer segment is served like all the others, with no journey designed for it.
WHAT WE DO
From audit to the front line.
Audit and recommendation
With GXP Value®, we audit how the organisation works and diagnose customer and employee experience, with benchmark and recommendations.
Redesigned journeys
We map customer journeys, segment by segment, and build the communication plan that goes with them.
A pilot, then roll-out
We set up a pilot, measure its results, then extend what works.
A CASE
Public financial institution serving local authorities.
Context
A public financial institution that funds and supports local authorities.
Challenge
Improve the experience of its customers and of its own teams at the same time.
What we did
Audit of how the organisation works, customer and employee experience diagnosis with benchmark and recommendations, customer journey mapping for the local-authority segment, communication plan and launch of a pilot.
Result
A customer and employee experience programme under way, with redesigned journeys for local authorities and a pilot in place.
TWO WAYS TO WORK WITH US
Consulting or interim management.
Consulting
From organisational audit to pilot and roll-out.
Interim management
Christophe Chaptal takes on a CEO, sales director or marketing director role, and leads the programme himself.
FREQUENTLY ASKED QUESTIONS
What we are often asked.
Why address customer experience and employee experience together?
Because it is the teams who deliver the customer experience: one cannot improve lastingly without the other.
Where should you start?
With the most strategic customer segment: redesign its journeys, test them with a pilot, then extend.
Do you work with public bodies?
Yes, as with the public financial institution serving local authorities.
Let’s talk about your situation.
A first 30-minute conversation, with no commitment, to see whether and how we can help.