HappiCX can offer a range of approaches to Customer Experience (CX) depending on your business needs and ambitions, so if you can't see what you are looking for below and need something more bespoke, let's chat about it.
Summary of services:
Organisational levelling surveys
If you haven’t surveyed your customer base previously and need to understand how your CX is perceived by your customers, HappiCX will bespoke a levelling survey so you will understand what your engagement level is, and how your customers perceive your service.
Benefits include:
Targeted surveys
Is there a specific area of your business, or process that is proving problematic? Targeted surveys can help delve deeper into specific areas. Improving one development area at a time can make a journey more rewarding and manageable.
Benefits include:
Service improvement surveys (Continuous improvement)
So you’ve surveyed your customers and understand more about where you need to improve…so what? To continuously improve, you need to revisit the same areas and ask how well you are doing – is your demographic changing? Are the same things still important to them? What does CX look like one year on?
Benefits include:
On-boarding
Whether customers, clients or employees, a successful and positive on boarding experience can be key to retention and maintaining a fine reputation. Obtaining feedback on first impressions can help embed an early confidence and ensure stakeholders feel valued. Being able to identify and act on improvements at this early stage demonstrates transparency, honestly and willingness to listen. This in turn encourages on-going positive engagement.
Benefits include:
Learning & development plans
You may have specific areas that you wish to hone in on, or surveys and investigations can highlight areas for coaching, mentoring, training and personal development. Bespoke training plans for groups, departments and individuals can be developed to improve understanding of CX and develop individuals on a professional level. Sharing good practice and keeping customers at the heart of business success are key themes within HappiCX sessions.
Benefits include:
Purpose and values
Teams who come to work with a shared purpose, and are advocates of the organisation’s values and aims, and understand what these mean to them in their role, is very powerful and motivational for the organisation. HappiCX can facilitate sessions to explore company values, purpose and aims.
As businesses evolve it is crucial to revisit values. HappiCX can explore this with your teams to ensure values, purpose and aims are current, relevant and evolving with you.
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Facilitator services
Experienced in facilitation and training, HappiCX can also provide conference and meeting facilitation.
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Secret shopper / Mystery guest
Unannounced visits
Constructive insight into your business from the eyes of your customer. Identify what works well and makes the experience great. Provide feedback and development plans on areas that can make the experience even better for your business, employees, and customers alike.
Benefits include:
Announced visits
Working together with front of house teams and management to “walk the walk” in real time, exploring the customer journey together.
Benefits include:
*CSAT, Customer Satisfaction Score
**NPS, Net Promoter Score
***CES, Customer Effort Score