Customer Experience Improvement

We can help launch and manage customer experience initiatives whether they’re separate or part of a system implementation. Closed Loop has expertise in defining customer scenarios, identifying gaps, and recommending corrective actions to improve the customer experience. From past experience, Closed Loop recommends customer experience improvement projects should be integrated with system implementation projects to ensure the projects aren’t competing against different strategic objectives.

 

Sample deliverables for customer experience initiatives:

• Common scenario identification
• Sample observations across common scenarios
• Inventory of customer-related transactions
• Process & system gap identification
• Alignment of gaps to existing projects
• Development of improvement recommendations
• Detailed improvement process and system requirements
• Implementation of improvement requirements
• Customer scenario and transaction testing
• Customer scenario and transaction training
• Deployment of customer experience improvements
• Ongoing sharing of customer experience learning’s across projects
• Establishment of a permanent customer experience operations group