Fd
Internal Service QualityFront-Line Dependencies (Fd)
Reduce cross-functional and hierarchical Front-line dependencies.
Tm
Employee SatisfactionTask Management (Tm)
Managers to optimise work-load to maximise productivity.
Ccx
Customer LoyaltyConsistent CX (Ccx)
Digital or offline, deliver a uniform customer experience across touchpoints.
Lp
Customer LoyaltyLoyalty Programs (Lp)
Appreciate your customers for coming back. Have a lucrative loyalty programme.
Bp
Customer LoyaltyBrand Personality (Bp)
Build a brand personality that resonates with the customers’ aspirational personality.
Il
Customer LoyaltyInertia Loyalty (Il)
Do not create barriers to exit. Inertia Loyalty is the most volatile category.
Fx
Customer LoyaltyFrictionless Experience (Fx)
Isolate cogs that create friction in the service delivery and rectify the reason.
Crc
Revenue Growth & ProfitabilityCustomer Retention Cost (Crc)
An effective CEM solution shows a substantial reduction in the retention costs.
Cc
Internal Service QualityCross-Functional Collaboration (Cc)
Foster cross-functional collaboration for enable data transparency.
C
Employee SatisfactionCompensation (C)
Compensation based on industry standards, skills and deliverance.
Sda
External Service ValueSegmentation & Demographic Assessment (Sda)
Segmentation & Demographic assessment helps in hyper-personalisation of experience delivery.
Cac
Customer LoyaltyCreate a Community (Cac)
Create a community for your customers to discuss their experiences with others.
Ep
Customer LoyaltyExclusive and Personalised (Ep)
Personalisation at scale helps in building exclusivity in brand communications.
Mi
Customer LoyaltyMercenary Loyalty (Ml)
Increasing competition = reduced prices. Discounts is not an ideal retention strategy.
Htr
Customer LoyaltyHook To Repeat (Htr)
Always hook your customers with a reason to come back for something more.
Wp
Revenue Growth & ProfitabilityWillingness To Pay A Premium (Wp)
Loyal customers are willing to pay a premium for your brand. Focus on loyalty.
So
Internal Service QualitySupply Chain Optimisation (So)
Supply Chain Optimisation reduces delivery time surpasses customer expectations.
Ra
Employee SatisfactionRecognition & Appreciation (Ra)
Recognition and appreciation ensure motivated and engaged employees.
F
Customer SatisfactionFeedback (F)
Capture customer feedback at every instance possible.
M
Customer SatisfactionMeasure (M)
Measure customer insights across all touchpoints and episodes along the journey.
Ps
Customer SatisfactionPre-Transaction Service (Ps)
Identify key touchpoints before the transaction to improve conversion rates.
Imc
Customer SatisfactionIntegrated Marketing Communications (IMC)
Align marketing communications to organizational and management vision. Make promises that you can fulfil.
Mt
Customer SatisfactionMoments of Truth (Mt)
Identify the experience making moments that make or break a sale.
Sdp
Customer SatisfactionService Delivery Policies (Sdp)
Create a policy document with a list of service delivery check-points.
D
Customer SatisfactionDelivery Gap (D)
Reduce the gap between Service Delivery design and the actual execution.
Svg
Customer SatisfactionService Gap (Svg)
Reduce the gap between Customer perceptions and the delivered experience.
Fp
Customer SatisfactionFront-Line Patience (Fp)
Patience is the key to handling the most intense situations. Even irate customers!
Sq
Customer SatisfactionProduct/Service Quality (Sq)
Raising the product/service quality is the best way to satisfy customers. Duh!
Av
External Service ValueAlign Values (Av)
Respect and align the brand values with the customer’s beliefs.
Dp
External Service ValueDeliver On Promise (Dp)
Make promises which you can deliver. Deliver on the promises you make.
Cic
Customer LoyaltyCheck-in Casually (Cic)
Just drop-in casually to talk, discuss, invite or even greet to make them feel involved.
Ctl
Customer LoyaltyCult Loyalty (Ctl)
Fuse your brand with the customer values. Be a mirror to your customers’ emotions.
Fr
Customer LoyaltyFreebies (Fr)
Let's face it, who doesn’t like freebies? Free stuff? Sure.
Vp
Revenue Growth & ProfitabilityVolume Of Purchase (Vp)
Engaged customers show an increase in the volume and amount of purchase.
P
Internal Service QualityProactiveness (P)
Ensure Proactive service delivery and intimations about service delivery failures.
Ce
Employee SatisfactionCustomer Engagement (Ce)
Engaging with customers develops a sense of ownership amongst employees.
Tp
Customer SatisfactionTouchpoints (Tp)
Identify the key touchpoints across the customer journey.
A
Customer SatisfactionAct (A)
Action on open issues and assign issues internally to the key stake holders.
Ts
Customer SatisfactionTransaction Service (Ts)
Reduce the transaction wait time and greet customers with a smile.
Df
Customer SatisfactionDigital First (Df)
80% of Indian consumers use internet and 70% use mobile devices.
Cx
Customer SatisfactionCustomer Expectations (Cx)
Understand Customer Expectations by creating insider communities.
Nd
Customer SatisfactionConsumer Needs & Drivers (Nd)
Just drop-in casually to talk, discuss, invite or even greet to make them feel involved.
Ic
Customer SatisfactionIMC Gap (Ic)
Reduce the gap between advertised promises and the delivered promises.
Ss
Customer SatisfactionSoft-Skills (Ss)
Ensure the front-line staff is proficient in soft-skills and trained in issue management.
Al
Customer SatisfactionActive Listening (Al)
Listen to your customers and DON’T ask them to repeat.
Sp
Customer SatisfactionProduct/Service Price (Sp)
Price your product/service right. Keep it in line with your brand positioning.
Ics
External Service ValueInvolve Customers (Ics)
Involve your customers in the strategic decisions revolving our customer service.
Rr
External Service ValueResponsive Vs Reactive (Rr)
Who should make the first move? Brand or the Customer?
Tg
External Service ValueTangibility (Tg)
Focus on even the smallest tangibles such as collaterals and brochures. They matter!
Tl
Customer LoyaltyTrue Loyalty (Tl)
This is the most idealistic stage and should be every brands aspiration.
Lct
Customer LoyaltyLet your Customers Talk (Lct)
Open doors for your customers to talk to you. A CEM platform is an ideal solution.
Cu
Revenue Growth & ProfitabilityCross-Sell & Up-Sell (Cu)
If you have loyal customers, try up-selling and cross-selling. It’ll work!
Ks
Internal Service QualityKnowledge Sharing (Ks)
Avoid grapevine and ensure candid knowledge sharing across functional levels.
Tr
Employee SatisfactionTrust & Responsibilities (Tr)
Trust your employees and share additional responsibilities beyond their KRAs.
Touchpoints (Tp)
Identify the key touchpoints across the customer journey.
I
Customer SatisfactionImprove (I)
Improve on existing metrics and expand the scope of CX by including new ones.
Pts
Customer SatisfactionPost-Transaction Service (Pts)
Focus on after sales service to increase number of repeat buyers.
Qrt
Customer SatisfactionQuick Response Time (Qrt)
Reduce the delay between the query raised and the resolution provided.
Cp
Customer SatisfactionConsumer Perceptions (Cp)
Are you in line with how your customers perceive your brand? Do a random check.
K
Customer SatisfactionKnowledge Gap (K)
Reduce the gap between Customer needs and the your perception of these needs.
Pg
Customer SatisfactionPerception Gap (Pg)
Reduce the gap between the delivered service and customer’s perceived standards.
Wm
Customer SatisfactionWord-Of-Mouth (Wm)
Improving CX results in free Word-Of-Mouth Marketing.
Ck
Customer SatisfactionComplete Knowledge (Ck)
Enable your front-line with complete knowledge of the product/service.
Pe
Customer SatisfactionPhysical Evidence (Pe)
Keep extra focus on the tangible aspects of service delivery. It adds more value.
Sf
External Service ValueService Failures (Sf)
Pre-empt possible service failures and create backup plans for seamless experience.
Tc
External Service ValueTrust & Confidence (Tc)
Assess the emotions, trust and confidence your customers place on your brand.
Ces
External Service ValueCustomer Effort Score (Ces)
Make your customers’ life easy. Assess the degree of effort your customer takes.
Dm
External Service ValueDisaster Management (Dm)
Once in a while, things will go south. Have a disaster management strategy at play.
Sml
Customer LoyaltySmile (Sml)
A smile goes a long way. As much as getting the customer to pay a premium.
Civ
Revenue Growth & ProfitabilityCustomer Lifetime Value (Clv)
By just entertaining customer voices, you will notice an increase in the lifetime value.
Sg
Internal Service QualityService Guidelines (Sg)
Create a documented service delivery guideline to ensure standardization.
T
Employee SatisfactionTransparency (T)
Create a documented service delivery guideline to ensure standardization.
Touchpoints (Tp)
Identify the key touchpoints across the customer journey.
Cl
Customer SatisfactionClose-Loop (Cl)
Close-Loop with customers to avoid customer cynicism.
Nps
Customer SatisfactionNPS (Nps)
se the Net Promoter System as an organization-wide method to handle customers.
Es
Customer SatisfactionElement of Surprise (Es)
Create an element of surprise for customers. The smallest efforts can woo them.
Ds
Customer SatisfactionDelivered Service (Ds)
Go mystery shopping and identify gaps in the service actually delivered.
S
Customer SatisfactionStandards Gap (S)
Reduce the gap between Management perception and service delivery design.
I
Customer SatisfactionInterpretation Gap (I)
Ensure crisp, candid and precise advertising to avoid misinterpretation.
Msm
Customer SatisfactionMonitor Social Media (Msm)
Keep a close eye on social media and be responsive to customer chatter.
Ns
Customer SatisfactionPositive Next Steps (Ns)
While handling customer concerns always provide positive next steps.
Sdp
Customer SatisfactionService Delivery Process (Sdp)
Document the service delivery process and intimate the customers with the same.
Zt
External Service ValueZone of Tolerance (Zt)
You cannot meet the exact customer expectations. But don’t stretch it too far!
Ie
External Service ValueIndividual Vs Entity (Ie)
Add the human touch. Treat your customers as individuals and not as entities.
Sas
External Service ValueSafety & Security (Sas)
Customers prefer brands that reinforce safety, security and comfort in their values.
Ms
External Service ValueMystery Shopping (Ms)
Get a first hand experience of what your customers go through.
Cxp
External Service ValueConsumer Panel (Cxp)
Have a consumer panel which will push your limits to deliver more than required.
Mc
Revenue Growth & ProfitabilityMarketing Cost (Mc)
Follow all the 117 points mentioned before and your marketing costs will give better ROI.
Cpo
Employee RetentionCompetitive Pay-outs (Cpo)
Competitive pay-outs based on industry assessment reduces employee poaching.
Hr
Employee RetentionHire Right (Hr)
Hiring the right talent reduces attrition arising due to cultural and skill mismatch.
Ao
Employee RetentionAlways-on Feedback (Ao)
Always-on feedback channel ensures employee voices reach the right stakeholders.
Mm
Employee RetentionMacro Management (Mm)
Provide autonomy to employees and avoid micro management.
3f
Employee Retention360-Feedback (3f)
360 degree performance feedback helps in uncovering critical improvement areas.
Em
Employee RetentionExpectation Mapping (Em)
One-to-One expectation mapping helps in aligning goals at the very beginning.
Wl
Employee RetentionWork-Life Balance (Wl)
Managers to ensure Work-Life balance of their immediate subordinate.
Ct
Employee RetentionContinuous Training (Ct)
Continuous training helps employees be on the top of their productivity curve.
Od
Employee RetentionOpen-Door Policy (Od)
Decision Makers should be approachable and all ears to staff pleas/suggestions.
Tb
Employee RetentionTeam Bonding Beyond Work (Tb)
Bond with your employees beyond work as they stay longer with teams than bosses.
Lc
Employee RetentionLife-cycle Management (Lc)
Track the entire employee lifecycle and identify key improvement areas.
Ed
Employee RetentionEmployee Development (Ed)
Create development programs for your employees to boost employee skills.
Km
Employee RetentionIdentify Key Motivators (Km)
Identify what motivates your employees. Not all employees are the same.
Ar
Employee RetentionAdditional Responsibilities (Ar)
Provide employees with additional responsibilities to accelerate their career paths.
Ci
Employee RetentionCultural Involvement (Ci)
Involve Employees in organization wide cultural activities and celebrations.
Rt
Employee ProductivityRight Tools (Rt)
Provide the right tools to your employees. Focus on productivity over cost.
Cf
Employee ProductivityCultural Fitment (Cf)
Most productive employees gel along with the team well. Find the right cultural fit.
Us
Employee ProductivityUpgrade Skills (Us)
Conduct Certification Programmes to upgrade skills that add value to your business.
Ay
Employee ProductivityAutonomy (Ay)
Let your employees work on projects their way. The results will be faster & better..
Ccm
Employee ProductivityClear Communication (Ccm)
Always have a clear brief and precise outcomes to avoid wasted efforts.
Taf
Employee ProductivityTalk About The Future (Taf)
Revolve discussions around the future of the employee and the organization.
Sc
Employee ProductivityEncourage Self-Care (Sc)
Encourage sick leaves and personal time for self-care.
G
Employee ProductivityGamification (G)
Repetitive jobs get mundane and boring. Gamify the process to boost productivity.
Sm
Employee ProductivitySocial Media Access (Sm)
DO NOT restrict social media access. Your employees need some mental break.
Pt
Employee ProductivityPavlovian Theory (Pt)
Use Pavlovian conditioning methods to identify employee behavioural patterns.
Rk
Employee ProductivityRealistic KPIs (Rk)
Set realistic KPIs as unrealistic goals result in instant productivity kill.
Fw
Employee ProductivityFlexible Work-Hours (Fw)
As long as the task is not time bound, provide flexible working hours to employees.
Eb
Employee ProductivityBuild Employee Brands (Eb)
Create employee branding initiatives to uplift employee morale.
Fi
Employee ProductivityFoster Involvement (Fi)
Involve Employees in strategic decision making to prepare future leaders.
Lm
Employee ProductivityLimit Meetings (Lm)
Limit all internal meetings to 30 minutes and 8 people at most.