Common problems
CONSISTENCY
Brand experience varies across channel or touch point.
EXPECTATIONS
Customer experience does not live up to brand promise.
ALIENATION
Technology that aims to enhance service does the opposite.
PEOPLE
Measured, rewarded and developed in conflict with customer experience goals.
CxP... What is it?
CxP is the Customer Experience Management solution and set of diagnostic tools from Springboard Commercial Solutions. It blends; research, academic theory and practical experience to provide a 'hands on' approach for enhancing customer experience where it counts – at customer facing level.
Why Bother?
CxP links customer experience to commercial priorities and enables organisations to retain customers, grow their business, and differentiate themselves from the competition.
The CxP Three Steps to Excellence
Insight:
We use our bespoke software model to capture insights about the customer experience in a scientific and structured way.Create:
An expert customer experience consulting team review the results and bring together the science and the emotion of the experience. They provide conclusion and recommendations around the organic enhancement and development potential.Implement:
The CxP scorecard and Strategic Road Map translate these creative insights into an action plan with measurable outcomes and business benefits.
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