Mize assessment helps companies enhance customer experience throughout the entire lifecycle by:
- Measuring effectiveness and value of customer interactions
- Identifying new ways to engage customers at all touchpoints across multiple channels
- Building a compelling case and ROI for improving customer experiences
- Charting implementation road maps for new customer journeys
Our process involves consultation with business leaders, customer experience delivery professionals, channel management, and IT team to evaluate, and design the customer journey.
|Map the Customer Journey||Capture processes, needs, and perceptions from customers’ viewpoint on interactions with company and channels.||Customer Journey Map and key customer touchpoints|
|Customer Lifecycle Experience||Design new experiences enabled by systems of engagement across marketing, sales, and service.||Recommendations to enhance lifecycle experience|
|Key Metrics of Engagement||Measure and improve key metrics (KPI) such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and customer acquisition and retention costs.||Current and target metrics|
|Roadmap for Implementation||Understand current systems of record, architecture, and infrastructure providing a path to implement new systems of engagement.||Implementation roadmap|
Key questions will help find answers that will make it easier for customers to do business with the company:
- How do customers interact with the company throughout the lifecycle of the relationship?
- What are customer’s expectations, wants, and needs at each touchpoint?
- What channels do customers prefer to use to achieve their desired outcome?
- What emotions motivate customers to progress to the next stage?
- How are prospects converted into customers, and customers into advocates?
- How is customer experience measured during interactions at each touchpoint?
- What are the gaps or disconnects between interactions?
- How can areas that have significant impact for customers or the company be improved?
Contact us today for a complimentary assessment to chart the customer journey and develop a roadmap to deliver amazing customer experiences.