Businesses pay a great deal of attention to measuring how their customers feel about their customer service or support interactions even though this is only one part of the actual customer journey and experience. AT OPSIFY we use our 3P process to also measure if there are other process, policy or product issues that may be driving customer concerns and dis-satisfaction. Our holistic view helps our clients identify what are the true root causes that are driving inefficient, ineffective and unproductive customer contacts and more importantly how to correct and resolve them.
The Customer experience (CX) has become the acknowledged single greatest driver of an organization’s growth, competitiveness, and revenue. Measures such as CSat, NPS and CES are now the focus in Executive offices around the globe. Customer loyalty and advocacy are the Holy Grail. CX is the sum of all conversations, transactions, and reactions — good, bad or indifferent — that a customer has with your service or product, organization-wide. It is about how your customer perceives the experience they have at every customer touchpoint. Capturing and analysing this information is key to creating an ideal customer experience.
3P Analysis, on the other hand, is a great tool to identify friction points and potential dis-satisfiers. Therefore, it is important to explore the interrelationship of its components: people, process, products.
People. The most important and the most essential element of a good business. Making sure you have the right and effective people working for you is common knowledge to any entrepreneur. People are the difference makers. If an organization is able to find better ways to identify and nurture their difference makers, then the business will become more profitable, increase brand loyalty, close more deals, and provide a better customer experience.
Process. If it weren’t for the fact that people are so crucial, the process could easily be first on the list. Success on a large scale is all about process. Is it effective? Is it efficient? Is it scalable? Therefore we must constantly capture and quantify any process or policy issues that may be in-conflict with driving the ideal customer experience.
Product. The third element, or the third “P”. A product could be physical goods or a service. A product is not merely a logo; tagline or a fancy website. It’s a thinking and feeling thing all rolled up into one irresistible package. It’s both tangible and intangible, product and process. Few companies get this right. Some just want to talk features or function, leaving consumers a bit chilly, while others want to expound on all the warm and fuzzy parts of a consumer experience, obfuscating the important attributes of the product. However, it’s the overall perception a client/customer has of your product or service after experiencing it, whether directly or indirectly that makes the difference.
A recent client whose an authorized and leading 3M window security system dealer needed to develop new business practices. Find out how OPSIFY CX and 3P analysis process increased their contact availability — and achieved their appointment rates and product sales goals. Read our case study here.
No one can really articulate your strengths better than your customers. What do your customers really appreciate about your service? Why are long term customers still with you? What was one of the nicest things a customer ever said about how you conduct business?
Furthermore, the key is how effectively the company manages to bridge the gap between customers’ expectations and their subsequent experiences.
At OPSIFY, we help you to do both.