Expert Customer Experience (CXM) Consultants
It’s disappointing that too often our experiences as customers fall short of what our expectations were.
It’s even more frustrating when that same “customer focused” business asks for feedback and then promptly ignores it.
At best this leads to apathy towards the brand and at worst to a decision to either reduce spend or curtail it altogether. And this is at a moment when it is proven that a well resolved issue will make a customer a stronger advocate than if nothing had gone wrong in the first place!
There are three elements at play here:
1. A feedback system that ticks a box rather than being customer centric
2. The inability to monitor, understand and interpret specific qualitative text feedback and make CX improvements
3. A lack of process that closes the loop back to a CRM or Service Management system that will drive an appropriate response to remedy that sub-optimal experience for the customer
Our CXM consultancy team is headed up by Richard Kimber, customer experience architect and practitioner. Richard brings many years hands on experience in helping organisations build, measure and improve customer experiences that bring significant and tangible business benefits.
Our initial approach covers all areas from;
- CXM capability maturity assessment
- CX journey mapping -current state
- Identifying the customer’s emotional journey
- Identifying areas of pain from both the customers’ and businesses’ perspective
- Designing and implementing a modular VoC feedback system
- Insight and analysis of customer feedback
- ‘Closing the loop’ –turning insight in action
- Proactively managing customer expectation
- CX journey mapping –future state design
Little Blue is the first UK partner for SandSIV – a revolutionary new CXM software solution. SandSIV approached us, based on our successful track record in CRM and Service Management recognising our capabilities and experience. A perfect complement to CRM , CX allows businesses to measure and understand the impact of their actions on customers and to effectively ‘close the loop’.
We’re excited about the SandSIV partnership because it is re-writing the rules. So much so that even the most sophisticated Customer Experience teams will recognise that SandSIV could take their analysis, and their ability to continually optimise what might already be an excellent customer experience, to a whole new level. This is truly a new martial art in CXM.
Combine SandSIV’s powerful solution with Little Blue’s team of experts and we can deliver insight to optimise your customer experience, minimise customer lapsing and churn whilst maximising customer lifetime value.
So whether you are just starting out on your customer experience journey or you are already a business of CXM ninjas, then Little Blue and SandSIV will be able to accelerate your success.
Phil joined my team in early 2015 when I needed help to deliver the third leg of my strategic journey to IT Excellence. We needed the right technology in place ... Read More
Phil helped us implement Zoho CRM and built an API between zoho and our marketing automation service, enabling us to automate sharing of data across both systems. He made the ... Read More
Hi Phil, I would just like thank you for all your recent work with getting us live with our Zoho CRM system. As we had not had anything in place ... Read More
I found Phil and Little Blue completely by accident when trying to navigate the Zoho / Salesforce minefield. What initially drew me to them was the fact that they consult ... Read More
We have been working with Little Blue for several months and what we have achieved is really quite remarkable. We have come from having no CRM system at all, to ... Read More
Great Results, High Integrity, Creative At EC Harris we were looking to replace our existing software products with one built on the latest technology platform and encapsulating the best practice ... Read More
Dear Phil Just a few words to thank you for all your help and guidance in the implementation of our new CRM system. As you know we had spent thousands ... Read More
In the time I have known Phil he has demonstrated a drive and passion for projects we have worked on. His objectivity is a great benefit in gaining clarity on ... Read More