The ECX Methodology

A methodology specifically designed to help businesses TO THRIVE by putting their employees and customers at the heart of everything that they do...

Take on the Employee & Customer Experience Diagnostic

Why

Because Customer Experience is simple, as simple as:

happy employees = happy customers = happy bottom line, right?

But it doesn’t mean it is… so, I am on a mission to help businesses thrive and spiral up their profit in delivering exceptional customer experiences consistently by bringing more care into your businesses.

According to Deloitte, 60 percent of the United States workforce turns over each year, and 65 percent of this is voluntary. 85 percent of employees leave their job because of their relationship with their manager. Plus, 88 per cent of people don’t feel like the organisation they work for cares about them, and three out of four are disengaged in what they’re doing according to Gallup; no wonder why customer service is taking a hit and we see the rise of customer complaints, employees’ sickness and the decrease in customer loyalty and even more alarming in companies’ bankruptcy.

Imagine never having to waste money on advertising again by increasing your customers’ word of mouth, or reducing your employees’ turnover by increasing their wellbeing… all is possible, yes, if companies like Barry-Wehmiller, Zappos, Facebook, and Google can do it, so can you…

So, let us guide you through my own proven ECX Method™, a methodology specifically design to help businesses to thrive by putting their employees and customers at the heart of everything that they do, in order to achieve a real Caring Service Culture and drive real business benefits for your company.

Why the Waggle dance?

Just like the bees, when they communicate with each other and they create a particular figure-eight dance, they do this to inform other worker bees of the exact location of the food source. Some of these locations can be up to five hundred feet from their hive, the speed and distance of the movement conveys the distance of where the food source is so other bees can find it. When I first looked at the dance pattern, I couldn’t stop thinking about this virtual circle of a business and suddenly it just all made sense and I thought the analogy of the “waggle dance” was just perfect for demonstrating my ECX methodology.

Here is the overall ECX Method™ – The Waggle Dance process, first the 4 x Steps of the Framework:

Step 1 Assess

Assessing your environment, your employees and your customers is the first step and a vital input to any strategy for customer-focused business performance improvement to understand where you are now and will be your key performance indicators to quantify your progresses.

Step 2 Develop

Customer-centric businesses don’t let their employees start without careful on-boarding steps or let customers wander in search of information or help; instead, they guide their customers through a carefully planned series of interactions called a customer journey. I will help you develop your Customer eXperience Mission Statement, then your employees’ and customer journey.

Step 3 Implement/Train

Time to take action and implement the Customer eXperience Strategies which have been developed. Our Customer eXperience Institute has all the necessary tools to give to your employees to deliver exceptional customer experience and train them so they can understand what is expected of them, why and how do they affect their customers’ experiences.

Step 4 Measure

You can’t manage can’t manage what you don’t measure’ Peter Drucker. We will develop a set of matrix within this framework to understand the impact on your business so we can work together to move the dial and quantify the value of the programme.

Developing your 4 x CX Functional Areas

Your Culture

What is your business vision? How do you life and breath your business’s values? Is the customer represented around your board table? How do you create a culture where employees feel inspired by what you are trying to do, feel proud to be part of it and you connect emotionally with your customers at every level. ‘80% of employees felt more engaged when their work was consistent with the core values and mission of their organization.’ (IBM)

Your Environment

Understanding the environment psychology and how you can create an harmonious workplace and making simple but powerful changes will:

Increase productivity
Increase wellbeing
Increase time in your environment
Reduce sickness

‘87% of employees expect their employer to support them in balancing their life between work and personal commitments.’ (Glassdoor)

Your People

According to a Gallup poll, a staggering 63% of employees said they are not engaged at work, compared to only 13% which are. And 24% are ‘actively disengaged’, indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers. You must take care of your employees first so they can take care of your customers. Taking into account of your Leaders/Managers and your employees.

Your Customers

By 2020, 89% customers will shift to companies providing better customer experience and engagement. We will help you find ways to create an emotional connection with a customer before, during and after their experience with you so you don’t just have customers but loyal customers who will buy from you, recommend you and return to you. ‘After building a relationship, customer spend grows alongside trust. Eventually, loyal customers spend 67% more than new ones.’ (CMO)

Become a Licensee

Are you a service providers already, perhaps a Mystery Shopping company or Market research or training company who want to diversify your services to add extra value to your customers?

Why not, become one of our licensee and become a Customer and Employee Experience Expert in your country following the ECXMethod™.

Natalia Ugren is our first Slovenia Licensee, more on Natalia here…

WANT TO KNOW MORE?

Schedule a FREE consultation today so I can answer all your questions on The ECXMethod™ and we can be sure this is the right programme for your organisation…

Call me: + 44 7797 828950 Whats App or Viber

Email me: hello@claireboscqscott.com