Customer Value & Experience

Customer Value and Experience

Putting your customer first

No change should be implemented without putting the customer at the forefront, regardless of how big or small you think the impact should be.

Improving customer experiences and engagement is without doubt a key focus for every organisation. The demand and expectation of a seamless, engaging and simple way to do business with you is vital to remain relevant and grow your organisation regardless of sector.

Put simply, we build new customer experiences with clear and concise journeys, that not only improve how the customer interacts with your organisation but also look to how your internal operations will benefit from making the change.

The customer experience should absolutely remain unchanged regardless of the modality in how they communicate on different technology platforms. 

Most importantly the customer experience should be seamless as an end to end process of how it works through your organisation.

How we can help

Develop Customer Personas

We gather insight to create names and faces for your customer archetypes, they allow us to see the journey that customers take with your organisation.

Map Current Customer Experience

Our consultants will develop resources that visually display your customer experience, to demonstrate opportunity for improvement.

Create a Customer Experience Strategy

The next step involves collaboratively designing a strategy that optimises customer touch points for a positive journey.

Help Define Your Value Proposition

To better understand and serve customers, we will support development of a value proposition that demonstrates how you stand out.

Identify Business requirements

To implement lasting changes, we will spot opportunities for changes in structure and staff awareness that can be actioned during our project.

Staff Training

Getting staff on board with organisational change, and making them aware of your value proposition and customer journey is key to this process. We can facilitate training and awareness.

Our methodology

We have invested heavily in developing tools and frameworks to understand firstly the customer value proposition and then the current experience in order to devise a strategy that delivers true competitive advantage. We then bring together all your business functions and can clearly show the full end to end experience journey your customers take and where the opportunity for change is.

However, the most important thing we do is speak with your customers. An internal prospective on customer journey will not provide the desired insight. Real customer experience is all about emotion of what it is like to deal with your organisation, so using our surveys, feedback tools and most importantly picking the phone up to them we get a true insight into what it’s like to work with your organisation.

As with all things we deliver this in a clear visual format that allows you to be able to relate to your customer and see where change and improvement can be built into the customer experience.

Content

Why Customer Journey Mapping should be the first step of your Digital Strategy

Find out why the customer should be the focus of your digital efforts. 

 

How to Improve Member Engagement

Watch our latest webinar for tips on how Membership Organisations can boost customer engagement.

 

Our Customer Journey Work with MMU

Purple has supported MMU in digitally enhancing the student experience, read about their success here.

 

Our Experts:

Alistair Sergeant.

CEO

Purple CEO Alistair Sergeant