dynamic, inspiring and memorable moments of magic at every touchpoint of the customer’s journey, with your brand
your brand story
What is Customer Experience
Customer Experience (CX) is the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people, and technology over time.
The product of all these interactions are stored in your customer’s hearts and minds as memories, and the thumbnails of these experiences are the emojis of how you make them feel.
ACCORDING TO GARTNER
organisations embracing customer experience
preventable customer churn due to poor service
customers willing to pay more for better experiences
unhappy customers who don’t complain but leave
Engineering Extraordinary Experiences
Being Human (Proprietary) Limited is a certified, Level 1 Broad-Based Black Economic Empowerment (B-BBEE) customer experience advisory in South Africa.
We provide 360° consultation and advisory services to elevate our client’s bottom-line results, by advancing through five stages of CX maturity – to understand, design and improve experiences across the entire customer relationship.
Advance through five stages of CX Maturity
Our customer experience maturity assessment is a self-diagnostic tool that evaluates the strengths and weaknesses of your current CX ecosystem against six core competencies of customer experience. This tried and tested framework can also be used to produce a roadmap of CX improvements, and establish appropriate metrics to measure the impact of improvement efforts on the end-to-end customer journey.
Customer Experience Strategy
describes the experience your brand intends to deliver, the emotional response your brand intends to elicit, and mobilises the resources required to articulate the intended experience
Metrics, Measurement and Return on Investment
experience metrics are deployed to solicit customer feedback and measure delivered experiences whilst researched insights guide ongoing improvements in customer experience
displaces customers to the epicenter of your brand's existence where your technologies, people, products, and processes are harmoniously aligned for your customer's convenience
Experience Design, Improvement and Innovation
uses a variety of human-centered problem-solving techniques and process-improvement methodologies to eliminate common pain points in the customer journey with your brand
Organisational Adoption and Accountability
the journey to true customer-centricity is a financially rewarding - albeit, disruptive one and this core competency manages the change from 'inside-out' to 'outside-in'
Voice of the Customer, Customer Insights and Understanding
unearth the potential of customer intelligence - understand customer behavior, predict their wants and needs to deliver personalised offerings to your target audience
evaluate the strengths and weaknesses of your current customer experience ecosystem
produce a detailed roadmap of CX improvements and mobilize cross-functional team efforts
quantify the impact of your improvement efforts on the end-to-end customer journey
TAKE THE ASSESSMENT
WHAT IS IMPORTANT TO US
the customer’s ability to achieve their own brand-specific goals and desired outcomes
how easy or difficult it is for customers to achieve these goals and desired outcomes
the feelings customers experience on their journey to achieve these desired outcomes