Finding the Target Customer Experience through Connected Performance

Most customer experience strategies and programmes suffer from an incredible state of paralysis, mainly because firms can’t link their strategic intent to the day to day service delivery.  Listen to Rohan Constable, Head of Customer Intelligence and Quality from Everything Everywhere tell his story about how they have turned the corner and defined their Target Customer Experience and delivered their Winning Conversations framework through basic techniques of listening to their customers and also their people.

Listening to Rohan, you will have heard some of the problems and barriers they faced when they first embarked on this Target Customer Experience programme, and from our own experience this is not unusual.  Common stumbling blocks include:

• Executive commitment
• Operating in silos
• Failure to join the dots
• Lack of focus
• Projected reality
• Using anecdotal feedback

In order to remove these barriers, organisations need to take a holistic stance and move away from a ‘one size fits all’ approach.

Connected Performance from InsightNow is a proven methodology that starts with what firms want to be as a business, for example “best loved telecommunication company” or “the most recommended insurance provider” etc. This will act as an anchor to everything that is developed, ensuring that everyone and everything is contributing to this ultimate goal.

Connected Performance is supported by a range of tools and techniques that are designed to ensure that service delivery is:

• Consistent
• Aligned to the company’s vision and mission
• Profitable
• Valued by customers and employees

In other words it’s about making sure your operation delivers the intended value by identifying and removing the end-to-end service delivery blockers.