CX management consulting helps organizations to manage interactions with customers through each digital and physical touchpoint. The goal is to deliver customer-centric experiences that increase revenue and brand loyalty. There will be an added benefit of a positive influence on your ROI.
Acquiring customers is becoming harder than ever. For many businesses, existing customers provide the best avenue for growth. Methods, such as routine check-ins, NPS surveys, etc., can help achieve growth opportunities. Organizations that take advantage of these methods could see an increase in customer loyalty.
Maintaining high-quality customer service is a challenge for many organizations. They often grapple with how to concentrate on providing high-quality interactions with customers.
The way to improve Customer Experience is through consulting. So, how can organizations use consulting to improve CX? There are four distinct parts.
Parts of CX Management Consulting
- Context
Organizations have a million and one things going on at any one time. For example, they have to think about market penetration, operational overheads, vendor management, and other equally important issues.
Management needs to answer “how” and “what.” These questions help those in management organize their thoughts to answer the questions in the best way possible. CX consultants gather business context by asking the right questions. These questions help to clarify where the organization is and how it got there.
- Priorities
Every organization has its own set of priorities. Some need to generate leads and others want to close more sales. Others want to retain customers. Using the SMART goal format, a CX management consultant can translate an organization’s context and priorities into something measurable.
The consultant can use the organization’s context to clarify and drive urgency around its key priorities. This way, the consultant can figure out how to measure growth/success for the organization.
- Strategy
Your organization has established its context and priorities. The next step is to establish how to collect the insights needed to meet your goals and priorities. To do this, your organization needs CX management consulting. The consultant will develop a strategy to collect the required insights and meet the organization's goals. The consultant will also assist in generating the required buy-in with all stakeholders.
- Tactics
At this stage, the consultant has understood the organization’s context, has driven urgency on priorities and generated buy-in to a strategy. Now, we can recommend specific tactics to achieve a rollout of the strategy and meet the priorities. This includes tools and a plan of action.
Benefits of CX Management Consulting
Now you’re asking, do you need a management consultant for your company? You’ve hired the right employees and trained them, you’ve optimized systems, and you’ve identified and dealt with inefficiency. So, what value is a consultant adding to your call center?
Objectivity
Often, those caught up in running the organizations' day-to-day operations can’t see the forest for the trees. They usually find themselves immersed in the business's operations. Therefore, it becomes difficult to focus objectively on the issues plaguing the business.
A consultant can assess your situation without prejudice and the hang-ups of the internal politics of the organization. They analyze the issues and give solutions without being sidetracked.
A management consultant's objectivity enables them to compile all the data necessary to make the best possible decisions.
Expertise
Management consultants have functional CX experience that can add real value to your organization. A consultant will focus on where you are today and help you develop a strategy for improving your CX now and in the future. The right CX consultant will have successfully worked with clients with challenges similar to yours and will draw on that experience to benefit your organization.
Efficient Use of Resources
The core task of a management consultant is to help your business succeed. He or she doesn’t need to worry about the day-to-day operations of your business. As a result, the consultant can focus on improving your operations to run more efficiently, while allowing your resources to focus on what they know best, and in the end, get better overall results.
Consultants serve many clients with the same problem. Therefore, they have the tools and processes they use at hand to get the job done. This way, you don’t need to hire employees or purchase the tools needed to perform the analysis.
Save Time and Money
Hiring the right consultant saves you money. While the upfront cost may be high, the long-term benefits far outweigh the cost of hiring an amateur. It’s also more cost-effective than hiring and keeping a consultant in-house. You only use a consultant when you need one.
Conclusion
Your call center has the power to either enhance or destroy your CX and overall brand. Gibson Group can provide the expertise you need to optimize your processes to support your long-term organizational CX goals. If you are serious about evaluating your baseline and formulating a CX transformation plan we also recommend reviewing our Business Simulations.