Customer Insight – understanding what customers are thinking and feeling, not just what they are saying.
Understanding the Customer Journey – documenting how a customer interacts with an organisation exposes existing and new opportunities to impress and also areas where the customer is unhappy and which need to be addressed, which means truly bringing in the voice of the customer into the organisation.
Market Positioning – this looks at the competitive positioning of an organisation against others in its market and identifies areas in which to invest in order to increase competitive differentiation. This is based on extensive Capgemini research.
Identifying Opportunities – identification of a prioritised list of opportunities for improvement using the Capgemini prioritisation tool that measures Customer impact as well as financial. We will identify activities that should be stopped as they add no value as well as new opportunity to deliver to the customers the things that will drive their Customer Satisfaction.
Measurement – identifying the correct measurements to use to gauge the operational efficiency as well as ensuring the measures that are important to the customer are obtained and given the right level of profile.
Governance – identifying and implement procedures and processes to embed the Customer at the heart of an organisation on an ongoing basis and ensuring accountability.
Employee Commitment – it is critical that the culture of the organisation is customer orientated, we review what needs to be done for the employees to make this happen.