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Benefits of a Well-Designed VoC Program
Whether you’re starting a new VoC program or reevaluating your existing one, examining your VoC program can help you ensure your program aligns with your brand’s and business performance objectives. Discover the benefits of revamping your VoC program below.
Alignment
Strengthen the alignment between your brand strategy and your VoC program.
Realistic Objectives
Design a VoC Program based on achievable customer experience (CX) objectives, customized for your brand.
Streamlined Governance
Establish clear program governance with increased accountability for those involved in the VoC program.
The Right Metrics
Choose the right customer experience (CX) and employee experience (EX) metrics to track.
Actionable Insights
Transform customer experience insights into actionable steps that can be implemented at the store, market, and corporate level.
Accurate Monitoring
Continuously monitor the impact of the actions you take to improve customer and employee experiences.
Our CX Solutions just for you
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CX is an ecosystem. For CX to work everything must work together
Explore all the elements for a complete successful CX transformation.
Experience transformation is holistic. Your off-stage strategies, processes, values and insights must flow through into meaningful, multi-channel experiences that delight your customers.
Click on the diagram to find out more
People & Partnerships
Focus on relationships, experiences, and human connections.
Experience transformation is about being relevant and impactful in the hearts and minds of your customers. It is about delivering effortless and satisfying experiences, consistently, through motivated and engaged teams, supported by tailored coaching and training.
Focus on relationships, not transactions. Experiences, not products. Build organizational structures that facilitate cross-functional collaboration and knowledge sharing, while leveraging the power of tech to enable better, informed and more human connections.
Vision & Strategy
Don’t just think about your customers, you need to think like your customers.
In order to develop an effective CX transformation plan, it is essential to have a clear vision of the ideal CX future state that employees can commit to and engage with.
A strong CX vision provides context and direction, while also inspiring and exciting both customers and colleagues. It guides how the CX plan is brought to life on-stage and off-stage, helping you to prioritise and align investments, develop tactics and define a strategy to achieve it.
Data & Technology
Your ability to transform experiences is defined by the quality of the data on your customers and employees
Data provides more knowledge about behavior, experience, and business performance. Combined with customer feedback and sentiment, this information is the foundation for improvement.
It’s essential to create a technical infrastructure that supports cross-functional operations and journey-focused CX management. Omnichannel and single touchpoint technology solutions are a key focus, whether they are engaging buyers online through e-commerce platforms, fostering seamless in-person customer encounters in store, or integrating online and offline brand experiences.
Brand & Culture
Employee experience and organizational culture drive customer experience.
Transforming customer experience therefore means transforming employee experience as well. Does the current culture support or damage the delivery of your brand experience?
Think about how you want your customers to feel, and create an internal culture around the same values. What are the key messages you want your employees to communicate about your brand? And how can you create an environment that supports them in delivering those messages?
Organisation & Operations
Customer experience is a competence, not a function.
In transforming experiences, the aim is to engage ever more seamlessly with your customers. Your organization and operations need to be designed in a way that facilitates a smooth, consistent and joined-up-omnichannel experience.
Think about what is having the greatest impact on your customer experience today. What needs to be done to simplify and change it? New off-stage processes and procedures should be created to drive collaboration and work across functional groups to deliver impactful client experiences.
Leadership & Governance
Leading customer experience and employee experience is a C-suite activity.
It’s vital to consider what customer-centric mindset is needed to impact your on-stage customer experiences, and what needs to be done ‘off-stage’ to orchestrate the transformation.
Getting this right means truly understanding your customers’ needs; having a clear vision of your CX vision and communicating it clearly and convincingly; bringing your CX strategies to life; and monitoring – and learning from – your performance. Sustainable transformation also needs a clear governance system for regular review, alignment and decision making.
The Omnichannel Promise
Have you harmonised your customer-centric retail brand experience? Are all your touchpoints aligned?
Customers are more connected than ever before, interacting with brands across multiple channels every day. Whether shopping online from a desktop or mobile device, by telephone, or in a traditional store, they want to interact though the channel that’s convenient to them at that moment.
It’s the customer, not the channel, who should be at the centre of the experience. How seamless is their experience as they go from one channel to another? How are you removing the friction as they move between different touchpoints?
Transforming Experiences
Understanding, evaluating and anticipating the needs of your customers must be your priority.
Transforming experiences requires rigour and alignment across your entire organisation. For customer experience to work, it all has to work.
Helping everyone in your organisation to understand and acknowledge this allows you to drive a customer-centric strategy; an impactful leadership experience; an engaged and motivated employee experience; and a powerfully sustainable, impactful and profitable customer experience.
A Deep Dive into CXE
You’ve invested in developing unique customer experiences and in training your client-facing teams. It’s now time to measure effectiveness and if the desired customer experience is being delivered to create the conversion and loyalty you’re aiming for.
Our Customer Experience Evaluation (CXE) Program is not just another mystery shopping initiative; it’s an evolved, nuanced approach specially designed for premium and luxury brands. Rather than a rudimentary check-box exercise, we delve into the depth of customer emotions, understanding their journey with your brand.
In today’s world where luxury is not just a product but an experience, understanding the emotions and sentiments of customers is paramount.
Let’s Talk
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Latest Insights
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Drop Anonymity for a Powerful Benchmark
Drop anonymity for more powerful benchmarking Is removing anonymity in benchmarking the solution for more meaningful analysis and, ultimately, better customer experiences?
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Drop Anonymity for a Powerful Benchmark
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Learn more about CXG and how we partner with premium and luxury brands across the globe to transform customer experiences together.
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Why CXG
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Why CXG
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As a trusted CXG Evaluator, you will be able to choose missions, wherever, whenever. You will positively impact the CX of your fav brands and beyond. You will access exclusive experiences and discover new brands along the way.
Observe, Learn, Impact
Here is why 100,000 Evaluators worldwide have chosen us to make a difference with CXG
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Feel valued- Advocate / Impact / Teach and learn
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Feel valued- Advocate / Impact / Teach and learn
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How it works
Sign up and tell us about yourself! Once successfully registered, we will then open a tailor- made world of experiences/list of opportunities to evaluate. More Questions? Go to our FAQ!
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We’ve got answers to your questions
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Inspire Your Customers
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Harwrd Business Review
Transformation Title
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ButtonAccess your evaluator portal on desktop or on mobile!
To improve evaluators’ experiences, we have completely redesigned our mobile application. Evaluators can now search and apply for missions, take certifications, submit surveys, and much more, all on the go!
Some brands we work with
Berluti
Despite our complexity, CXG had a perfect knowledge of our brand’s DNA. They were able to understand deeply how important customer experience has been always important for us since the beginning of the Maison. They have demonstrated continuous collaboration and partnership. Their inputs have been impactful and pushed us to go even further in this period of extensive transformation that is happening in retail today.
– Stephan Borczuch, International Retail Training Director, Berluti
Bally
The reports are very well done and give us a very clear understanding of where we are and what we need to do next.
– Laura Broughton, Head of Global Training, Bally
COS
We have been involved in the process to create a new strategy that works for where we are in our brand journey. There is a genuine interest in a collaborative process and constant improvement from the CXG side.
– Paula Bricks, COS
IWC
Our partnership with CXG has helped us take our client experience to the next level. They’ve helped us identify opportunities in the way we engage our guests and clients, including how we could better cater to Gen Z: Simple design, great content and clear takeaways. This is exactly what we needed!
– Head of Retail Excellence, IWC
L’oreal
L’Oréal’s partnership with CXG has enabled us to conduct experience measurement, focus group and market benchmarking research effectively and efficiently over the last five years. Thanks to CXG, we have worked hand-in-hand to conduct over 37,000 surveys and research studies. These have resulted in world-class findings to help our brands to constantly improve their customer experience systems and skillsets.
– Patrick Liew
