Achieving cost reduction through customer experience
Businesses should excel at Customer Experience, but at what
cost? The customer insight derived from combining customer feedback
with financial data using a Voice of the Customer platform can
prove invaluable as senior executives strive to manage costs and
grow profits throughout the business.
By analysing the customer insight, areas within the business
such as contact centres or retailer's point of sale can be
streamlined to provide the kind of experience customers want.
Staffing levels can be varied to follow customer needs and usage.
For example a retailer could very staff levels based on customer
feedback on queuing times, recent McKenzie research shows that
customers who have a low queue time are more likely to recommend to
With this increased insight in all the areas of the business,
decisions can be made with a full end to end view of the customer.
Non-profitable areas can be identified and strategic decisions can
be made on which reform and which to exit.