CUSTOMER JOURNEYS AND OPERATIONAL PERFORMANCE
Customer journeys and operational performance
Customer satisfaction and operational performance are not at odds: a well-designed journey often costs less to deliver. We redesign journeys and the processes behind them, with everyone in the chain, partners and intermediaries included.
WARNING SIGNS
Four signs it is time to act.
End customers and intermediaries live two journeys that do not connect.
Internal processes multiply re-keying, chasing and delays.
Every gain in satisfaction seems to cost productivity.
Nobody has a complete view of the touchpoints with customers and partners.
WHAT WE DO
From audit to the front line.
Audit and recommendation
With GXP Value®, we analyse the current customer experience, operational performance and the ecosystem (intermediaries, partners).
Target journeys and processes
We define the target journey and map internal processes and touchpoints in detail, then quantify the impact of each recommendation.
Roadmap and roll-out
We build the transformation roadmap and train teams to manage the customer experience.
A CASE
Insurer distributing its policies through a broker network.
Context
An insurer whose policies are partly sold through brokers, with policyholder and broker journeys to harmonise.
Challenge
Improve customer satisfaction and operational performance together.
What we did
Analysis of the current customer experience and definition of the target journey, detailed mapping of internal processes and of touchpoints with policyholders, brokers and partners, recommendations with impact analysis, transformation roadmap.
Result
Documented, shared journeys, teams trained to manage the customer experience, and a transformation that combines customer satisfaction and operational performance.
TWO WAYS TO WORK WITH US
Consulting or interim management.
Consulting
From journey analysis to roadmap and roll-out.
Interim management
Christophe Chaptal takes on a CEO, sales director or marketing director role, and leads the transformation himself.
FREQUENTLY ASKED QUESTIONS
What we are often asked.
Does improving customer satisfaction always cost more?
No: by removing re-keying, chasing and delays, a better journey often reduces processing costs.
Should intermediaries be involved?
Yes: when sales go through brokers or partners, their journey is part of the customer experience.
What does the company keep after the assignment?
Documented, shared journeys, and teams trained to manage the customer experience themselves.
Let’s talk about your situation.
A first 30-minute conversation, with no commitment, to see whether and how we can help.