Customer Experience
Customer Experience is the sum impressions of customers from their interactions with a company, including its employees, channels, systems and products. Organisations should aim to create a unique and exceptional experience for its customers in order to increase customer satisfaction and loyalty, as this has a large impact on business development and thus a company’s commercial success. Indeed, 84% of companies that work to improve their customer experience report an increase in their revenue. While sometimes considered a marketing activity, customer experience is in fact a strategic management tactic, which supports the shaping of a company’s perception, and needs to be understood and embedded across all functions, departments and layers.
Our experts are equipped to advise on a range of customer experience topics, including:
- Values Driving Behaviour
- Data and Accountability
- Rewards and Recognition
- Flexibility and Empowerment
- Learning and Development
- Management Expectations
Competitive differentiation comes when every employee sees their role in improving the buyer journey and customer experience. Employees who see their connection to the customer and feel valued by their culture can deliver better results.
Building a culture that consistently delivers exceptional customer experience and client centricity begins with a strongly held and widely shared set of beliefs that are demonstrated across the employee experience. FTI Consulting has a proven approach to activate this culture shift in employee behaviours and mindset from the inside out, supporting companies in understanding the needs of its employees and customers, resulting in a definitive path forward to create a better experience for its people and customers.
