The customer experience is unequivocal. It is what it is, and no amount of interpretation or spin can change what customers actually experience and feel about doing business with your organisation. But how is the customer experience created, and how can we assess it and then optimise it to the mutual advantage of the customer, the organisation and its employees?
Debates around these questions are held purely to meet members' needs and concerns. Topics are raised, explored, introduced to the group and debated free from any commercial agenda, as participating members fund topic evaluation as well as the meetings themselves. Exploring issues between meetings also gives an understanding of the experiences, strengths and weaknesses represented at each discussion, allowing them to be introduced to the conversation and thereby maximising the shared learning.
Members bring more than one standpoint to every discussion. Each will have a view on how a particular element fits into their organisation’s delivery of QoE and this combination of views helps us to piece together a holistic view of the numerous components necessary to ensure a consistent quality customer experience. Combining the benefits of a true roundtable debate with key deliverables allows the QoE to differentiate by providing continuity of thought.
... a front for any organisation,
solution provider or product
... a consultancy
... a platform for gurus
... another day of presentations
... another reason to put your
plans on hold
So where is the ROI? The QoE will help you to
... guide new initiatives
... ratify plans before implementation
... question the status quo
... find the experience delivery blockers
... move the customer up the agenda
... highlight the issues that statistics miss
... look at your problems from a different perspective
... ask the difficult but obvious questions
... stimulate new thoughts and ideas