Customer Experience
Customer Experience
“The difference between good and excellent”
Recognizing and delivering upon customer expectations is essential to building any successful business. To accomplish that, one must offer a differentiated service valued by customers – both external and internal – and fulfill the promise consistently.
We at InspireOne, have unrivalled global expertise and experience in service excellence that shape and implement strategies to keep and extend your customer base.
We have been working with our clients accomplish this for over 25 years, all around the world. And, we can work with you to achieve this too.
The concept of ‘service’ has existed in the Asian mindset for millennia. Slowly, the world has also moved towards focusing on the customer, as the pivot to all action. Increasingly, businesses have focused on building customer loyalty using various means, schemes, strategies and ways.
CX and it’s Rapid Evolution
The Customer Experience Pyramid
Not all companies are at the same stage of the customer experience life-cycle. They have to move through different phases to achieve differentiation through service.
Our Customer Experience Philosophy advises –
Our Philosophy advises that Customer Experience should –
“What started in the living room of the (later conferred) 9th Quality Guru of the world Claus Moller as Time Manager International, is now a flourishing global network of partners, known as TMI – Transformation Managed by Inspiration.”
TMI is a global consulting firm with a focus on transformational work for the past nearly 5 decades.
Ever since our foundation in 1975, we have directly influenced and inspired more than 6,000,000 people worldwide. We continue to have a positive impact on the lives and performance of over 250,000 individuals working in a wide range of organizations each year.
As InspireOne, TMI’s exclusive Indian network partner, we have been carrying out these tasks in the region for nearly 20 years.
Customer Experience Expertise
This tool was used to map out, as Jan Calrzen put it:
“Never to be repeated opportunities we have to distinguish ourselves from each and every one of our competitors…”[/bsf-info-box][bsf-info-box icon_type=”custom” icon_img=”id^3437|url^https://inspireone.in/wp-content/uploads/2018/06/picture5.png|caption^null|alt^null|title^picture5|description^null” img_width=”100″ pos=”left”]The American Management Association called this one of the most important developments in management in the 20th century.. The changes led to SAS being named Airline of the year.BA approached TM to make BA more attractive to sellers as it became privatized. TMI took on the project involving all BA’s 36,400 people and developed “Putting People First”. Three years later BA was named the world’s favorite airline.[/bsf-info-box]
TMI’s Contribution to Customer Experience Thought Leadership
Over the last 4 decades TMI has contributed to the Customer Experience thought leadership and Lexicon through books, concepts and empirical work and success
—Mark Bergdahl, CEO, Customer Intimacy, Limited
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—MORTON L. TOPFER, Vice Chairman, Dell Computer Corporation[/bsf-info-box]
TMI’s Contribution to The Service Lexicon
TMI can help you build a world-class customer Experiences inside out.
For 40+ years, TMI has designed and delivered cutting edge branded customer experience initiatives.
We work with organizations to create a strong customer experience oriented culture through multiple interventions across all touch points of your business, resulting in increased customer loyalty and advocacy.
Shaping Customer Centric Culture (SCCC)
SCCC is an Organization Development solution that ensures that Customer Centricity becomes a pervasive value across the organization
What is it about?
TMI believes that in a customer centric organization all employees understand and perform their role in the service delivery chain. In such an organization, the “Line of Sight” to the customer for all employees is very clear and customer centricity is a pervasive value. TMI’s philosophy for creating a customer centric culture is articulated as follows
External service quality does not exceed internal quality of service.
This cultural transformation solution sets processes, roles, internal communication, R&R etc. in place. Clear activity plans, learning interventions and workshops, etc. are an output of the transformation.
Key Benefits
A paced and gradual process that provides immediate low hanging fruit as well as long term transformation
- Ownership and accountability get woven into the fabric of the organization
- Customers experience the organization as one in their focus towards customer service
- People understand and speak the same language
- Once in place, the culture becomes a springboard for the organization to move to greater heights
Who is it relevant for?
Across the organization, beginning with the top management
Possible Outcomes
- Culture shift
- Re-energised organization
- Customer orientation as a key differentiator
Questions that get answered
- Are you looking to build a culture of customer centricity?
- Would you like your customer orientation to be the key differentiator in an increasingly similar- product market?
- Would you like people within the formal and informal organization to speak the same language?
- Would you be excited to see your service values in play both internally and for the external customer?
Branded Customer
Service
Service
Build brand equity through on-brand service experiences, so that brand reinforcement occurs at every customer interaction
A Complaint is a Gift
(ACIAG)
(ACIAG)
TMI’s Winner – A Complaint is a Gift – is a breakthrough concept on service recovery, customer loyalty and effective complaint handling.
What is it about?
Complaints are the customer’s vehicle to sharing with the organization how their experience has been and how they are feeling about being customers to the organization.
Mostly complaints get brushed under the carpet or addressed in such a way that leaves all concerned wanting for better.
TMIs A Complaint is a Gift is a breakthrough concept on service recovery, customer loyalty and effective complaint handling. The concept has ‘8 Golden Rules’ of complaint handling that help make complaint handling as a powerful customer focused tool.
When companies build ACIAG as a part of their DNA, they find it easier to retain and regain customers’ trust, in fact even impact their bottom line results.
Key Benefits
- Clarity on linkage between managing complaining customers and customer satisfaction
- Increased ownership of the customer
- Improved ability to handle all types of customers
- Upskilling people on how to handle criticism as well as criticising customers
- Customers experience calm and composed service representatives
- Bottom line results can be achieved due to customer loyalty and referrals
Who is it relevant for?
- Managers of people
- Managers of Managers
- Managers of Business
Possible Outcomes
- Increased ownership of the customer
- Improved ability to handle all types of customers
- Improved service recovery
- Improved customer satisfaction scores
- Improved bottom-line results
Questions that get answered
- Are you seeing your market share stay static despite adding on new customers?
- Are complaints increasing yet getting unnoticed?
- Do your people struggle to handle a complaining customer?
- Are your escalations growing or higher than industry average?
- Do complaints get brushed under the carpet?
Putting People First
The PPF program is centered around the key concept that the level of external customer service cannot exceed the level of internal service
What is it about?
Coined by Claus, and increasingly being used today by many others, Putting People First (PPF) has been one of TMIs hallmark solutions.
Centering around the key concept that the level of external customer service cannot exceed the level of internal service, Putting People First can be run both as a training program as well as a cultural intervention.
The PPF philosophy is built around eight elements that shape the customer-centric persona of an organization:
- Shared customer-centric vision
- On-going focus on customers’ needs
- Accountable and empowered staff
- Willingness to change
- Engaged employees
- “We” culture
- Internal customer orientation and
- Inspirational leadership & management
Key Benefits
- Improved internal and, therefore, external service by establishing team and organizational commitment to service
- Clarity on own role in creating an organization focused on results for the external customer
- Increased responsibility and ownership towards own and organizational goals
- Enhanced individual and team efforts on achieving the overall business strategy
- Improved communications resulting in greater team effectiveness
Who is it relevant for?
- Managers of people
- Managers of Managers
- Managers of Business
Possible Outcomes
- Improved customer satisfaction index
- Improved internal working
- Improved cross-functional relationships
- Better synergies
- A common language in the formal and informal organization
- Engaged employees
Questions that get answered
- Are you a CEO/CHRO looking for ways to break siloed mindsets?
- Do you find yourself wishing to create a customer centric culture, with everyone speaking the same language for and with the customer?
- Do you wish your mid-management was ready and able to build customer focused teams?
- Are you an HRBP who can see that a lack of internal understanding and collaboration is impacting the external customer adversely?
- Then, Putting People First may be the right solution for you.
Power to Delight
TMI’s Power to Delight program helps organizations put their best foot forward by placing trained and skilled colleagues in front of the customer.
What is it about?
People facing the customer are in the unique – and critical – position of being able to delight the customer.
TMIs Power to Delight program helps organizations put their best foot forward by placing skilled colleagues in front of the customer to take care of the customers’ product and/or service needs.
Armed with the right skills and brimming with the desired attitude of customer orientation, people who go through the Power to Delight programs can meet both expectations and create a memorable experience for the customer by taking care of both – tangible needs and intangible experience expectations
Key Benefits
- Clarity on importance of own role as customer service representatives
- Development of skills and attitude for being customer oriented
- Building ability to develop rapport with internal and external customers
- Understanding the Moment of Truth journey and own role in it
- Shift to a customer-oriented mindset
Who is it relevant for?
Front line customer facing people
Possible Outcomes
- Retention of customers
- improved customer satisfaction scores
- Lasting impression on the customer
- Customer loyalty
- Positive Word of mouth
Questions that get answered
- Do your customer facing people understanding what service is all about?
- Do your people have the skills to build lasting relationships with customers?
- Are your people able to create a memorable experience for their customers every single time?
Customer in Focus
Customer in Focus continues the PPF philosophy of great internal customer service enabling benchmark-worthy customer experiences
What is it about?
Customer in Focus continues the PPF philosophy of great internal customer service enabling benchmark-worthy customer experiences for the paying customer.
The CIF program works with people at the backend, so they understand the impact that they create on the f final customer experience.
It helps identify who one’s customers really are and then accelerate the quality of service along the service delivery chain.
Key Benefits
- Deep understanding of customer service and organization’s brand promise
- Improved Internal Service within the organization
- Reduced interdepartmental conflicts
- High quality delivery along the value chain
Who is it relevant for?
Back end teams
Possible Outcomes
- Clearer line of sight to the customer
- Improved internal working
- Improved cross-functional relationships
- Better synergies
- Faster turnaround times
Questions that get answered
- Is there a significant lag between the customer demanding something from a company representative and actual delivery?
- Are people not working well in tandem?
- Do the non-customer facing people in your team not see the impact their work has on the end customer?
- Does this create a less than satisfactory experience for the customer?
Developing Deep Customer Insights
This TMI program helps leaders to understand customer needs and preferences and draw relevant insights
What is it about?
In the current business environment, it has become increasingly critical for organizations to understand the changing needs of their customers. Leaders need to take critical decisions basis deep customer insights rather than anecdotal feedback.
This program helps leaders to understand customer needs and preferences and draw relevant insights
Key Topics
- Deep customer insights vs shallow feedback
- Understand customer’s jobs to be done
- Developing customer persona and stories
- Leverage data and analytics to map customer expectations better
- Techniques for gaining customer insights
- Leveraging complaints as a powerful tool to understand customer expectations
Who is it relevant for?
- Tenured Managers
- Functional Heads
Possible Outcomes
- Improved understanding of customer requirements
- Deeper customer insights and analysis
- Increased alignment on customer needs
Design Thinking for Customer Experience
Through this program, participants apply the design thinking process to create innovative customer journeys.
What is it about?
It is becoming increasing critical for organizations to re-imagine customer journeys. Design thinking is a powerful process which puts customers at the centre and inspires people to create customer focussed solutions. Through this program, participants apply the design thinking process to create innovative customer journeys.
Key Topics
- Human centred design principles
- Design thinking process and tools
- Customer storyboard creation
- Tools to generate customer empathy
- Customer journey mapping
- Ideation techniques to re-create customer journey
- Prototyping principles and techniques
Who is it relevant for?
- Tenured Managers
- Functional Heads
Possible Outcomes
- Improved customer journey mapping
- Innovative solutions to meet customer needs
- Application of design thinking on customer requirements
Digitalizing Customer Experience
This program helps leaders to adopt a digital mindset to re-imagine and create customer experience
What is it about?
Digital technologies are disrupting the practice of customer experience. Customers are now more technologically savvy and expect tech enabled solutions from their service providers. While organizations are investing in digital technologies, it is equally crucial for leaders to adopt a digital mindset to re-imagine customer experience. This program helps the leaders to create digital customer experiences
Key Topics
- Defining Digital
- Digitization vs Digitalization
- Best practices of digital technologies for customer experience
- Mapping customer jobs to be done
- Identifying possibilities for digital innovations
- Creating prototypes
- Conducting relevant experiments
Who is it relevant for?
- Tenured Managers
- Functional Heads
Possible Outcomes
- Improved digital acumen among leadership
- Innovative digital customer journeys
- Increased ability in leadership to think innovatively
We have worked solutions in Customer Experience for numerous clients across a myriad of industries –
Our Customer Experience Thought Leadership
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Why Customer Experience Initiatives Fail
We have discovered in the last 2 years that “customer centricity” is finally and fast, becoming part of the CEO and leadership teams’ narrative. Cognitively leaders and company boards are acknowledging that the customer should be the front and center of everything they do. Most leadership teams are also putting together strategies to listen and […]
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That Coveted Jewel Called Customer Experience
As the first 2 months of 2018 have flown by, and companies have taken stock of where they want to focus their energies, unsurprisingly Customer Experience stands out at the top again. This year, a survey done by Econsultancy and Adobe saw customer experience leading by a whopping 7% over content marketing and mobile marketing! […]
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How involved is your customer?
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Connect with us and explore in detail our entire spectrum of Customer Experience Solutions –
InspireOne is India’s leading consulting firm offering organizational and leadership development solutions. With nearly two decades of experience in the consulting domain, we help organizations convert their people and organizational capabilities into corporate value.
Our solutions are developed on the global know-how of our partners- Tack TMI and IBM Smarter Workforce.
Our footprints of delivery capabilities are both national and international backed up by a team of 1000 consultants across 50 locations and over 80 countries. We deliver solutions globally and in different languages.