Listen & Leverage Using Feedback Programs
Get to know and understand how your customers actually feel about your business with our Voice of the Customer tool.
Your company provides excellent products or services to your customers, but…
Could there be blind spots in your CX program that only your customers are seeing?
Sometimes in business there is a gap between what the company thinks and how the customers actually feel. The size of that gap can lead to poor decisions that have a huge effect on the business performance and eventually its profits.
Are you waiting for customers to complain or are you capturing feedback proactively?
Wouldn’t it be great to have a tool or product that told you what your customers were thinking and could help you listen to their honest conversations about your brand?
Do you know how your employees feel about their own experiences?
Employees are customers of one another, serving each other each day. Friction-filled employee experiences lead to customer pain.
Are you making decisions based on gut feelings instead of real data?
This can lead to overlooking significant trends, making irrelevant decisions and falling short of expectations. It could cost your company time and money.
Our listen and leverage service will help you make better decisions based on facts rather than gut-feelings.
When our clients listened and leveraged feedback, they got increased customer retention, insights and satisfaction.
Tell real stories from real customers in real time’ and remove the full stop
Data is only as good as the story it tells. Through our program you will be empowered to turn customer data into insights and actions proactively and consistently along the entire journey.
Feel connected to your customers more than ever
By taking an intentional and structured approach to having conversations with customers and their experiences, you build trust and form relationships when you show you not only listen but act on their feedback.
Make objective decisions, removing internal bias
You will remove the tug-of-war element of internal debates and make decisions based on what customers are actually saying; not based on subjective views or last year’s information.
How did it come to life for our clients?
With little to no feedback on their existing products and services, our client wanted to ensure their business objectives and product roadmaps were aligned to consumer behaviours and market trends. They engaged exco to conduct market, industry and specific product research to ensure alignment and ultimately success of new product launches.
WHAT WE DID:
Designed a customer listening program, outlining metrics and moments that matter most to the customer and to the business
Aligning feedback to customer journeys provided measures of success for the clients CX initiatives every step of the way.
Surveyed and analyzed customer feedback as well as employee experiences.
By highlighting flawed processes, we put a focus on the employees’ ability to deliver. Understanding what’s working and what’s needed, the client was able to focus on and measure operational plans and initiatives for the coming year.
Analyzed the feedback and brought it to life with interactive dashboards.
exco created interactive dashboards that allowed the business to get a clear picture of customer data at a glance, as well as to drill deeper into areas of importance.
THE DIFFERENCE IT MADE
33% increase in positive customer feedback
Proactively listening to the voice of the customer creates personalized experiences and positive impacts.
91% Customer Satisfaction Score (CSAT)
An action plan to immediately address customer feedback increases satisfaction.
The Food Hall team contracted exco before our launch to market in 2022 to help us to proactively and intentionally design the experience we wanted to deliver to our customers. Exco used their tools and methodologies, specifically Customer Journey Mapping and CX Strategy and Foundation framework models to set the foundation for CX-Driven growth for our new business. Exco's CX work and expertise helped us to take a structured approach to designing and managing our customer's experience in a differentiating and sustainable way. They are experts in their field and are very passionate about the work that they do. Exco were always very flexible in meeting our demands and delivered their scope on time.They take a hands-on approach and pushed our teams to make that mindset shift to customer-centric rather than process-centric. I strongly believe in their ability to accomplish their client's goals and purpose and I will happily recommend their services for anyone that is looking for a professional partner.
WOW! What a result. The project was more than I hoped for and it's great to see our internal and external research validating the customer centric approach and the opportunity we have available to us. Working with exco was brilliant. They have really brought our CX program to a new level and have given us an understanding of what we need to do going forward. They make hard work fun and ensure actions and promises are fulfilled. They are truly customer obsessed and know how to get a group of people all running in the same direction.
We first contracted exco to do experience design and were blown away by their tools and methodologies. They brought new expertise, and provided us with a structured approach to delivering and improving our customer experience for a specific journey. Their cross-functional team approach truly helped to get alignment and understanding of that journey across our business, enabling us to shift our mindsets away from being a process driven organization to a more customer centric one. Not only were they our partners, but they were also integrated part of the team. Based on the impact of our first engagement with exco, we continue to work with exco on other elements of their holistic CX program to drive sustainable customer experience improvements in Oriental Bank.
The exco team exhibits keen attention to detail, they follow through on initiatives started and ALWAYS think outside of the modus operandi. What stood out for me was the energy that the team brings - irrespective of the situation, they always brought so much positive energy to conversation and handle conversations and challenges really well. Thanks to exco, we have empowered our teams to no longer see CX as an abstract concept; they are able to visualise every strategic decision to reflect a positive outcome for our customers.
Beacon has always had CX programmes in the past and they worked out but we felt there was much more to be gained from them, for both the company and our customers. EXCO was engaged to help us put a robust structure in and build a foundation for a CX program that would function without daily oversight and was owned by the entire company and they were able to do just that!
