Customer Experience Management

Customer Experience Management

Customer Experience Management (CEM) focuses on working with the customer’s experiences within the company.

Focus on Customer Experience

In Customer Experience Management (CEM), you work with the customer’s journey in the company. For example, what is the customer’s sense of whether or not a company is service-minded, accommodating, understanding me and my needs, etc.?

A key in CEM is designing how the customer experience should be. Among other things, you look at all ‘ touch points ‘. This means that the customer’s path through the company will be mapped out. From here, you can work to improve the design of the customer experience.

The Customers are in Control

Our customers are crucial for a companies succes. Customers are in focus, and working to meet their demands and desires has become one of the key competitive parameters.

Our customers have to choose between a lot of providers and have the opportunity to shop around and find similar products from our competitors. They have their own free choice.

We must ensure the loyalty and dedication of our customers so they will buy from us recommend us to their network.

At LSV Group, we work with CEM by looking at the processes that have a direct impact on our customers. It is about the service and feedback we provide to our customers.

We often work in operational and front office departments where we look at the customers’ contact channels, how we communicate with our customers, and how we can optimize their processes so the customers experience fast and agile processing times and stable deliveries that meet their expectations.

One of the great benefits of working with CEM is that the company gains happier customers and achieving more satisfied employees who are proud of their work.

This will also have a direct impact on the company’s profit. If you are not already working with CEM, we recommend that you start it to achieve the great benefits it provides.

Customer Focus with Process Centricity

LSV Group has merged three of the most recognized business methodologies together to give companies the best conditions for obtaining and increasing satisfaction from employees and customers.

Our concept is called ‘Customer Focus with Process Centricity’ and consists of LEAN (optimization of quantity), Six Sigma (quality optimization) and finally CEM (Customer Experience Management).

The three business methodologies are merged into a concept to ensure that we provide your company with a range of solid tools – exactly where YOU need it.

LSV Group Consultants have more than 18 years of experience in the three methods, consequently, as an addition to the Toolbox, the model is also based on the consultants’ experience. At the same time, the model focuses on securing internal competencies so that continuous development is possible when the consultant is done.

All processes that have direct or indirect interaction with customers (touchpoints) in these phases are in the model. Remaining processes are subsequently easier and quicker to work with, because customers are now happier and are processed quicker.

Customer Experience Management

The Elements of the Model

Processes, value, data and responsibility – these are the four main elements on which our concept is based. You need to understand the processes, you need to understand what value they provide to the customers, you need to understand your data, and finally, the responsibility must be shared and understood.

  • What is a process
  • Process Focus
  • Poka Yoke
  • Language of the process

Processes

Data

  • Professional optimization
  • Data validation
  • Measurements and what should we use them for
  • How do we put the customer in focus
  • Value creation
  • Kano analysis

Value

Responsibility

  • How to ensure success
  • Who owns the task
  • What is my role
  • Dashboard and follow-up

The model’s starting point

Typically, the customer reviews the classic Four steps that the vast majority of the customer journeys can be divided into. We review these steps to ensure full control and understanding of the customer experience. From entering the company until they leave it again.

Customer Stages

Search
phase

Purchase and Delivery

Use
phase
Throw
away

As for the company, it means

  • Interest (what processes does this support?)
  • Become a customer (How to become a customer?)
  • Be a customer (Where and how are customers serviced?)
  • End of customer relationship (Who and how is this handled?)

Happier Customers
More Satisfied Customers
Higher profit

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Questions about consultancy services?

Phone: + 45 88 77 60 06

E-mail: info@lsvgroup.com