Customer-centric thinking at its best, we believe

At Lexden, we spend our time on various customer strategy commissions across Europe and occasionally further afield. Whilst we are engaged in a project we are thinking ‘customer first’. But when we are not running a live project we are still thinking ‘customer first’. That’s our business so it keeps us fresh and up to date. The truth is we are always thinking ‘customer first’.

newBy looking at the world this way we sometimes come across brand new propositions which are outstanding. Ideas which are brilliantly simple and simply brilliant.

Often the client isn’t aware that the perfect solution is out there and because the solution provider hasn’t positioned it in a way that it chimes with the clients requirements they don’t see how it’s the right solution.

But we live in two worlds; 1. the client side world thinking about customers and their emotional and rational needs and 2. The consumers world thinking about how brands can make lives better by fulfilling emotional drivers. This means we can see how to connect innovations and product ideas from one market to client needs in another.

We are always hunting down small ideas which have a big impact as per our recent blog. Those which cause the least disruption to a business stand the greatest chance of actually getting to market.

That’s why we’re are rather excited about our latest finding. It’s simplicity is brilliant and it’s potential has stunned us, and that’s not easy.

We’ve come across a NEW customer experience concept that answers so many of the client requirements we come across on assignment. This idea is up there with the best of them and we anticipate it will revolutionise some clients business models. Reassuringly the developer has a global track record of success too.

If you are the CEO, CFO, in customer experience, e-commerce, marketing strategy and planning, customer insight, customer services or brand, you will find this idea really interesting.

You’ll know straight away if it’s something you should look at if you are tackling any of these issues at the moment:

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“(1) We need to reduce our call volumes down because our (2) cost to serve is too high (3) our quality of call resolution is impaired or (4) our call waiting times are unacceptable.

“(5) But we need to achieve this and increase our customer satisfaction scores at the same time. Our customers are leaving because they can’t get hold of us”

Beyond this there are a host of further benefits to a business improving its customer strategies it provides…

“(6) When we have unresolved queries from customers we are unable to effectively or efficiently get a resolution back to them meaning that often they remain unresolved even though we have an answer or it costs us heavily to set up a ‘work around’ to contact them and resolve their query”

“(7) We are unable to move between channels as quickly as our customers choose to and we are not able to keep an up to date record of the conversation between channel either which annoys our customers, makes us looks stupid and costs us in duplicated effort time”

“(8) Depending who a customer contacts in our business, through which channel and on which day will determine what answer they get back. It’s this inconsistency that means we end up spending money dealing with ‘over promises’ and ‘under deliver’. We upset customers as we’ve let them down which then impacts CSAT scores and retention rates”

“(9) We’ve got some really good customer service people and some less good ones. If we could bottle the good ones and deliver that experience to customers we would be market leaders, but it’s impossible isn’t it?”

“(10) When we close at the end of the day, there is no way of helping customers beyond what they find on our website. Because we have no ‘night shift equivalent’ we offer to resolve their basic or more complex needs they leave us for our competitors who do. But we haven’t found a cost effective alternative which would be accepted by customers”

“We are looking for more customers to self-serve online to reduce servicing costs but the truth is (11) the experience online isn’t as good as it needs to be at the moment or (12) even if it was great (or on a mobile app) many of our customers would still want to talk to someone to get the answers they can get online. It’s just how they are”

“(13) We are unable to control the quality or the consistency of the way the brand is presented when customers interact with the company. It’s fine when it’s presented in an ad or through a mail pack, but as soon as it becomes ‘personalised’, such as the call centre, it becomes unpredictable and inconsistent”

“(14) Our customer feedback tools are disparate and provide conflicting insights which we have to work through and interpret. (15) Whilst they can inform what the issues are and what is irritating customers they can’t provide planning intelligence such as which products are most effective to cross sell to which segments at which point in the journey or what products are trending with our customers at the moment and why”

“(16) We are in a commoditised service market where brand and experience are the most important driver of relationship, we need an innovative USP that could give us the competitive edge”

“(17) I need to reduce my call centre costs overnight but wont be able to switch off the calls”

If you could relate to more than one of these issues it’s worth taking a look at this solution. But if you are looking to reduce call volumes and improve you customer experience at the same time then bingo – it’s well worth an hour to take a look.

Solutions to these challenges can actually all be delivered through one platform and be operational within a few weeks.

If you know us at Lexden, you will know we are only interested in customer centric solutions that are commercially advantageous to our clients. That’s where we fit in? Lexden have partnered with the innovator to pioneer this new concept into market as an advancement in personalisation, presentation and performance for the customer experience industry.

Sorry but we are not revealing anything more unless we know you are interested. So if you’d like meet up to learn more and how it can relate it to your requirements, email me christopherbrooks@lexdengroup.com. Sector exclusive deals will be considered.

Lexden is a Customer Strategy Agency. We put customers at the start and the heart of the business strategy.

We work with brands to attract and retain happy customers. We achieve this by helping them to understand what makes their customers tick, building memorable customer experience strategies and creating engaging customer value propositions.

If you like what you’ve read sign-up to our ‘Putting Customers First’ Lexden newsletter.

For more information about how we can help you take your customer strategy forward please contact christopherbrooks@lexdengroup.com or call us on M: +44 (0) 7968 316548. You can follow us on LinkedIn Facebook and Twitter @consultingchris.

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