iCustomerExperience provides operational support to companies looking to bolster
their customer experience efforts across the organisation cost effectively,
flexibly, and without the commitments and expense of employing a permanent staff
member. Support is provided on an agreed weekly, daily, or hourly rate; meaning
that you decide how much and how little assistance your organisation requires in
this area.
Adopting the role of Customer Experience Manager / Customer Experience Lead our
professionals seamlessly integrate themselves into your organisation. They
instantly become the voice of the customer within your operation ensuring that
every individual at every level of the business fulfils their role in the
delivery of quality customer experiences.
Positive customer experiences require a united effort on the part of the
company, each function and department needs to be working in partnership to
deliver the company’s desired customer experience. Possessing excellent
communication and negotiation skills our professionals are adept at forging
strong relationships and collaborating with multidisciplinary teams across the
company, and external third parties in order to support and continuously improve
the end to end customer experience.
The role requirements of a Customer Experience Manager vary greatly from company
to company, it is an emerging role and as such requires experienced and
versatile individuals who can adapt quickly to change and the challenges such an
all encompassing position can present.
The following list is by no means exhaustive but does provide an indication of
the typical management functions and objectives we are well versed at
undertaking:
- Having direct responsibility and managing budget for all customer and employee related research, analysis, and benchmarking
- Immediately ascertaining and addressing the shortfalls in service provision
- Mapping the existing customer journey; identifying opportunities and delivering strategies to improve the customer experience at every touch point
- Reviewing existing processes, understanding their impact on the customer experience, and driving improvement where needed
- Leading all customer experience / service improvement projects and initiatives
- Managing or collaborating with the customer service department to ensure that
all training requirements are identified, delivered and met within agreed
timeframes
- Organising and facilitating company-wide workshops designed to ensure that customer experience is integrated across work streams and that measurable metrics are put in place to track improvements
- Developing management information systems that deliver real time data to ensure the delivery of quality and consistent customer experiences
- Engaging directly with clients in order to assist the development and maintenance of valuable client relationships and to drive loyalty and advocacy across the client install base
Contact us
today to learn how we can enhance your team and save you money!
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