Engaging a Customer Experience Expert to transform your business
Gone are the days of just paying lip-service to customer experience (CX). Now, getting your customer experience right is one of the most important components of any business:
- 86% of buyers are willing to pay more for a great customer experience
- 73% of buyers point to customer experience as an important factor in purchasing decisions
- 65% of buyers find a positive experience with a brand to be more influential than great advertising
So whilst it's obvious that customers are the beneficiaries of a better customer experience, ultimately there is a real impact on your bottom line. 84% of organisations working to improve CX report an increase in revenue as well as improvements to employee engagement which also leads to lower turnover and improved productivity.
Putting it simply, engaging a customer experience expert is one of the most effective ways to supercharge your business!
What actually is Customer Experience?
It's a widely used term however the definition and what it means to people can differ widely. We like to refer to Customer Experience as the perception that customers have of an organisation - one that is formed based on interactions across all touchpoints, people, and technology over time.
So it's not just the call centre or the retail staff, but every single interaction a customer has with a brand from marketing, the website, the delivery driver, reading the instructions, the packaging of a product and so on.
What can Customer Experience consultants help with?
In summary, Customer Experience consultants can help identify opportunities and implement solutions within your business to improve the customer experience. They can help with everything from developing or optimising your customer management strategy through to helping execute that strategy on the frontline.
Designing your CX strategy, running customer workshops, developing customer journey mapping, helping to gain customer insights, coaching and training and so on are just some of the many components CX consultants can help you with.
Popular metrics used to measure customer experience include:
What formal qualifications should you look for?
Customer Experience (CX) consulting is still a relatively new field and there is a range of different approaches both individual consultants and CX consulting companies adopt. Some common qualifications and standards you may come across include the Customer Experience Professionals Association (CXPA), International Customer Service Standards (ICSS), COPC, Customer Service Institute of Australia (CSIA) and more.
Additionally, many customer experience consultants have decades of experience and have developed their own methodologies that can be equally (or even more) effective.
Where can you find Customer Experience consultants in Australia?
There is a wide range of customer experience experts listed below or you can also find other consultants with related specialist skills like Customer Journey Mapping, Contact Centre Optimisation etc using the additional search tags in the consulting category.
Whilst customer experience (CX) consulting it is quite a niche skillset, you will still find customer experience consultants based in most capital cities like Melbourne and Sydney and nearly all will travel throughout Australia (and overseas) where required.
If you need some free help identifying the right customer experience consulting solution for your business, call us for free advice on 03 9008 7287 or send us a message and we'll contact you directly.
Search customer experience consultants below: