Enhancing the Customer Experience improves Loyalty, reduces Costs and increases Customer Value.
For every customer interaction with your organisation there is a customer reaction, either pushing them towards greater loyalty or closer to abandoning your brand.
Customer-centric organisations create value for and from customers by better understanding the customer's drivers, and the drivers of experience delivery within the organisation. They empower the people who touch customers to deliver a consistent and appropriate customer experience and motivate them to care.
The Customer Experience can become a sustainable competitive differentiator.
Intrinsic's Customer Value Creation provides the strategies, business processes, and technology to design, manage and optimise end to end customer experience delivery. At the heart of our proposition is a full, yet bespoke, Customer Experience Management (CEM) programme.
Enhanced Customer Experience drives Loyalty, which ultimately improves Revenue and Profitability.
Intrinsic can assist your organisation in understanding how to generate Customer Value through CEM or its constituent parts. Many of the elements that go into CEM can deliver immediate value to an organisation whilst also moving the Customer Experience ‘in the right direction’.
Intrinsic offers a number of services to help organisations realise short term benefits as they move toward a more customer-centric way of thinking. We will assist you in identifying the best solutions for your particular circumstances and the challenges you face.
Delivering Customer Experience excellence across your organisation
Voice of the Customer programme
The Voice of the Customer provides insight into what kind of experience your customers would really like (and what they are currently receiving).
We help you create a systematic discipline that guides customer experience design.
Customer Journey Mapping
Intrinsic's Customer Journey Mapping is the process of tracking and describing all the experiences that customers have as they encounter an organisation. It reveals opportunities for experience improvement and innovation as well as serving as a strategic tool providing insight and guidance.
Performance Analysis & Improvement
Key to any customer experience initiative is accurate monitoring, real-time feedback mechanisms, alerts and reports to enable corrective action and continuous improvement. Intrinsic helps our clients implement performance analysis and improvement solutions.
Multichannel & Social Media Strategies
Multi-channel communication and Social Media create complex challenges for consistent experience delivery. These channels provide convenience for the customer, but create challenges for an organisation handling them individually in isolation. Intrinsic can help you plan and implement a strategy to meet these challenges.
Self service & Automation
Self service no longer has to mean poorer service. Leveraging the latest technology and appropriate business process it is possible to enhance the customer experience whilst reducing cost to serve. We have helped organisations automate areas including IVRs, Web Self-service, Email Chat and SMS management and Knowledgebase systems.
Contact Centre Strategy
For many organisations the contact centre provides the only direct interaction with the customer. Many contact centres are not meeting the customers' expectations due things like poorly designed processes, inadequate technology solutions, silo-based organisational structures or inconsistent agent training. Intrinsic helps organisations create and implement experience based contact centre strategies.
Employee Engagement
Emotionally engaged employees help create emotionally engaged customers . Intrinsic helps our clients better engage employees to improve the customer experience via an integrated set of management initiatives and by aligning employee incentive programs to customer metrics.
Segment & Adapt Experiences
Adapting customer interactions based on segments such as life time value, product holding, and demographics provides a more rewarding experience. Intrinsic helps organisations improve profitability and efficiency by adapting customer experience delivery through segmentation.
Satisfying customers comes from merely meeting their expectations for each interaction.
Moving customers to advocacy and then loyalty through customer experience delivery, requires organisations to exceed expectations, meet customer needs and demonstrate customer empathy.