Subscribe

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences.
Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge 
from our industry leading virtual conferences.

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free.
Use code: BFH1120

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!

The Global State of Operational Excellence:
Critical Challenges & Future Trends

130 pages of the most comprehensive study of critical challenges and future trends within Operational Excellence.

RESEARCH REPORT 20212022

 

Customer Experience Excellence

What is Customer Experience 'Excellence'?

For companies practising Operational Excellence, there is a fine line to walk between streamlining to maximise efficiency, and quality of the product/service - a key example of this would be in the case of areas such as Customer Experience. 

Simply put, the 'Customer Experience' marks the product of an interaction between an organization and a customer over the duration of their relationship.

Key Links

WATCH NOW: Improving Operational Throughput to Provide an Excellent Customer Experience

Screenshot 2017-08-02 21.42.59.png

The 6 Pillars of Customer Experience Excellence

Customer Experience Excellence

Infographic courtesy of KPMG.com

1. Personalisation:

The degree to which the experience is tailored towards the needs of the individual and reflects their particular circumstances. Customers of Lush for example talk about the diagnostic conversations they have with staff before recommendations are made. Customers of Amazon have long marvelled at how the recommendation engine is able to find items that seem to particularly appeal to them as individuals are then able to set a delivery date that meets their requirements for time and cost.

2. Integrity:

The degree to which consumers believe the firm is trustworthy and likely to act in their best interests. Co-operative Bank and First Direct for example are believed to be organisations that put the customer’s needs ahead of profits. First Direct encourages open feedback via social media demonstrating they have nothing to hide. For John Lewis and Waitrose the needs of the staff, the needs of the shareholders and the needs of the customer are inextricably intertwined. Since front line staff (partners) are the shareholders. They know what customers want and both organisations have learnt to harness this deep understanding.

3. Time & Effort:

How easy do firms make it for consumers to buy from them? Amazon is the exemplar. Intuitive recommendations coupled with one click ordering lead to rapid delivery. Amazon has systematically removed every obstacle to purchase. First Direct customers value enormously being able to get through immediately to a real person rather than a call handling machine offering multiple options.

Customer Experience Excellence

4. Expectations:

These are set explicitly though the brand promise and implicitly through interactions. They particularly value times when this is exceeded. Similarly, for example, Ocado customers value the one hour delivery slots and the consistent reliability with which this is achieved.

5. Resolution:

No matter how well developed or how mature business processes might be things will go wrong. What sets the top companies apart is how they deal with problems as they occur. Their start point is to assume the customer is right. They do not waste time validating their responsibility they just get on with fixing the problem. For these companies this means seeing the process end to end and taking ownership of problems even when third parties are involved. It is based on allowing staff to step outside of the rules to get things fixed. Reacting with lightning speed to put the customer back in the position they would have been in had the problem not occurred in the first place. Heroic recovery as John Lewis describes it.

6. Empathy:

Each of the top companies talks about people and culture. The ability their people have to put themselves in the shoes of the customer and react accordingly. First Direct customers talk about how their agents see the world from their point of view, Green Flag customers talk about how the agents and engineers instantly empathise with their predicament. For Waitrose and John Lewis customers it is the value of advice. For each of these companies empathy is accompanied with reassurance, advice and a solution.

MORE: Customer Experience Resources, Examples and Case Studies

Customer Experience Resources, Examples and Case Studies

Framework Primer: Customer Experience

Emerging technology trends are driving businesses to Digital Transformation across industries. At the core of most Digital Transformation projects is the evolution of the Customer Experience, from a traditional linear process (with few touch points) to a continuous, circular process (with constant touch points).

Download Framework Deck

WATCH NOW: An Innovation Framework for Accelerating Organic Growth

Screenshot 2017-08-02 20.41.57.png

 

WATCH NOW: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service


Screenshot 2017-08-02 22.28.37.png

 

WATCH NOW: Successfully Managing Compliance with Operational Excellence and Process Automation

WATCH NOW: Successfully Managing Compliance with Operational Excellence and Process Automation

 

Screenshot 2017-08-10 09.29.13.png

Transforming your Customer Experience: The Psychology That Drives Differentiation

Allison M. Ellis, Eric Michrowski & Dr. Autumn D. Krauss, Sentis, A Propulo Group Company
12/20/16

Many are familiar with the adage, “the happy worker is a productive worker”, but have you heard the one that goes: “the happy worker is a helpful-customer- focused-willing-to-invest-extra-effort-for-their-clients-and-co-workers-worker”?

Access Content Now

 

 

 

BTOES AWARDS LONG Graphic
1-51
BTOES Awards Logo Base (5)-2
BTOES Awards Logo Base (4)-2
GTW Conference
RESEARCH REPORT NO DATE
2-54
Proqis Live Conferences
Untitled design-1

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

Submit an Article

24097-Proqis-Media-Pack-Banner-300x300
Copy%20of%2030%20OPEX%20VIDEO%20PRESENTATIONS
LINKEDIN%20AWARDS%20GRAPHIC%20(1)
504x672
BTOES%20AWARD%20-%20NO%20DATE
BTOES%20UNIVERSAL%20GRAPHIC%20-%20NO%20DATE
52aaf836-c79c-4e6c-93bf-88045ced0f6f
btoes19
ATTENDEE - Proqis Digital Event Graphics-2
ATTENDEE - Proqis Digital Event Graphics (2)-1
ATTENDEE - Proqis Digital Event Graphics (1)-1
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World