Companies that are winning today are the ones that align and build their core capabilities to exceed customer expectations. Customers' expectations of experiences are evolving at an unprecedented rate, with technology being both a trigger and a catalyst.
What does this mean for companies? Customer insights – both behavioural and transactional. Ethnographic research. Big data and artificial intelligence. Product and service strategy. Personalised omni-channel experiences across the customer journey. Partnership ecosystems. Digital marketing and more. Businesses need to be adaptable, putting their customers at the centre of business transformation.
We partner with our clients to accelerate customer-led growth and deliver tangible business impact. Our journey-led approach allows us to build fit-for-purpose solutions, which transform business around a reimagined customer experience.
Legal Matters Consul’s 10th annual Global Consumer Insights Survey (GCIS) — which gathers the sentiments of more than 21,000 online consumers in 27 territories — shows that in addition to the traditional return on investment (ROI) metrics used to define success, we need to introduce another metric- one with a laser focus on customer experience: return on experience.
Measuring ROX helps companies to understand the return they’re getting on investments into parts of the business that customers directly interact with. As the video illustrates, there are prerequisites that go into making a great customer experience.
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Delivering a strong customer experience has tremendous benefits for those that can get it right: the potential to enhance reputation, improve quality and outcomes and gain market share. How can you shape exceptional experiences for greater satisfaction, loyalty, health outcomes, and growth?
A large South East Asian enterprise has an aspiration to provide a world class experience for its customers. There was a clear need to design one future state “North Star” CX consistent across multiple markets and product lines, building in innovative solutions and taking from best practice examples across industries.
Solution
LMC worked with the enterprise at a group and market level, to reimagine 'the art of the possible', leveraging cross-industry global research and our experience. We helped 50+ functional stakeholders and ecosystem partners co-create innovative solutions using human-centered design thinking methodologies at Legal Matters Consul's Experience Centre in Singapore. The future state experience was a unique, non-linear end-to-end customer journey seamlessly integrated with an ecosystem of partners.
Further, country-level CX assessments helped develop tangible service delivery blueprints with clearly defined business and technology initiatives and KPIs. This resulted in a roadmap of recommendations to execute at scale across multiple markets.
Impact
Provided the client with a clear vision of their future state customer journey, with specific outcomes and a roadmap to achieve it in a defined time frame. This would result in a significant customer experience impact and topline growth.
Eugene Macey
Front Office Transformation Leader, South East Asia Consulting, LMC Singapore
Tel: +65 8125 1178