Customer Experience Consulting

“Customer Experience is more than just good Customer Service”

Focusing on customer experience may be the single most important investment an organisation can make in today’s competitive business climate.

Customer experience is how customers perceive their interactions with your company.

A successful strategy should be helpful, usable, and enjoyable from the customer’s point of view and much more than just good Customer Services.

Starting your Customer Experience initiative

Customer Experience is about truly understanding your business services and how every department and service within your organisation plays an integral part in how the customer perceives your business.

Many organisations seek to differentiate through customer experience without a systematic process in place. The first place is getting your senior team’s backing, though getting commitment to a large change programme is not always easy. Different executives have contrasting ideas about what needs to be prioritised and implemented.

True customer experience transformation moves at two speeds and requires creating a portfolio of experience moves. These moves span from fixing processes or touchpoints that are broken in the experience today to making incremental improvements to the existing experiences. This can transform one’s experience in a way beyond today’s expectations to capture new audiences or create new sources of revenue.

At CX Loop, we have developed a unique and bespoke service offering to help you exercise these two speeds that will help you navigate all the complexities of customer experience by creating a clear roadmap for success that delights your customers and achieves bottom-line results.

CX Strategy

We have the tools, experience and expertise to help you build your Customer Experience strategy and implement it across your business. We can help design a strategy that is both forward-looking and has actionable milestones.

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CX Optimisation

Already have a CX Strategy? Review it regularly? We can help you review and optimise your existing strategy to ensure that it is relevant for your customers and achievable by the business.

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Maturity Assessment

How Customer-Centric is your business? Our CX Assessment helps you understand where you are on the path to Customer Centricity and what else needs to be done to improve your customers and employees experience further.

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Experience Design

CX LOOP has built a set of integrated tools to help you design the best experiences for your customers. We will align your business goals and strategies with every interaction, ensuring your customers have consistent and positive experiences throughout.

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Analytics & Insights

CX LOOP can provide advice and hands-on expertise to empower your business to turn their customer data into business value. We help you seamlessly connect data from across the business delivering on business strategy and ROI

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Transformation

As customer expectations on digital channels increase, so does your need to focus on digital transformation. We help you to use your CX program to guide the transformation, rather than just the CX program simply being a part of it.

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Change Management

Change Management aims to help employees embrace and adopt organisational goals into their day-to-day. We help you understand and implement the tools, process, and techniques used to manage the people side of a change initiative to achieve the desired outcome.

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Process Improvement

The need for ongoing improvement in customer experience means that your processes need to be managed effectively, or they will fail to deliver what the customer wants. We help you to adopt a framework that suits your organisation and will deliver continuous improvement.

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Why Choose Us?

At CX LOOP, our focus is not just on winning over the customer but showing customers the path that leads them to value. Our team has the necessary experience and skills to manage stakeholder relationships and create a culture of customer-first mentality.

Over the years, we have developed high-impact CX programmes to drive business growth and profits. Since every stage in the lifecycle from prospect to a renewing customer is a journey in itself, you can always find us supporting you with our expertise.

Our team have proven capability in helping our clients to:

Creating customer strategy, processes, teams, and practices from the grassroots.
Boost customer adoption and business outcomes.
Improve internal alignment and strengthen support from executives.
Reduce customer churn and acquiring new accounts.
Deliver services and experiences that make your customers say wow.
Measure various customer metrics, health scores, KPIs, and management.

CX LOOP can optimise your services, perfect your approach to align with future needs, reduce your cost to serve, and establish a customer strategy program that drives growth.

Brendan is a great team player that is willing to go the extra mile. More important Brendan truly understands and demonstrates that a holistic ‘customer first’ approach is vital to make businesses successful.

Patrick Van Bueren – Founder of 2 Matter Consulting & 2 Telligence
I had the pleasure of working with Brendan for many years and in that time hes’ showed great work ethic by always operating under a ‘customer-first’ principal whilst being able to keep the greater business in mind. It was this attitude that saw Brendan establish himself as an invaluable and much loved member of the organisation.

Reece Walker – National Sales Manager @ ECCO Safety Group
I worked closely with Brendan for 18 months? and in that time I was very impressed with his attention to customer needs. Brendan was asked to take on numerous responsibilities and never did I see him falter in his commitment to make the product a success in existing customers’ eyes while helping to push new business for the company

Jon Clyne – Integration Manager @ Kolmeo
The City of Casey chose CX Loop as our consulting partner in late 2020 to understand and analyse the opportunities to further embed the award-winning Casey Cx strategy across the organisation. Brendan interviewed and gathered data and insights across a wide variety of internal Casey leaders and produced recommendations for optimum skills and structure plus new ways of working with key leaders.

The insights and recommendations were invaluable as a way for us to move forward and build into both our Customer and Digital Experience offerings

Clare Watkins – Manager Customer and Digital @ City of Casey
City of Stonnington engaged with CX Loop to bootstrap our Customer Experience team & program. Over 8 weeks, Brendan led the initiative, attracted & recruited top talent, developed the Customer Experience roadmap and delivered five high-impact customer journeys. CoS is now in a strong position to deliver a modern customer experience for our community. Thank you

Greg Curcio – Director, Customer and Technology@ City of Stonnington
Mornington Peninsula Shire Council engaged CX Loop to supply facilitated workshops, data extraction and customer journey maps forming service blueprints. We have been very impressed at the level of professionalism and expertise Brendan and Maricarmen demonstrated. The understanding of complex processes and the ability to map them out whilst engaging stakeholders has resulted in positive outcomes for our team.

Benita Sankey – Service Improvement Officer @ Mornington Peninsula Shire