The consumer experience should consider the entire journey, multiple interactions with internal and external stakeholders and involve a deep understanding of the complexity and emotional roller coaster that families face.
The program will provide you with the insights, analysis and capabilities to understand what great consumer experience looks like and how to translate the knowledge into your operating procedures and embed your consumer experience vision into the organisation’s culture.
A comprehensive transformation involves stakeholder consultation, workshops, education, mapping and implementation and can take between 6-12 months or if you prefer you can choose to use specific elements of the program such as Mystery Shopping or the signature AnchorASAudit (Anchor Additional Service Audit).
Time – Getting ahead often requires pressing pause, stepping back and staking stock of where you want to be
Influencing factors – your competition and operating in a highly regulated environment with an increase in consumer demands
Leadership and focus – Transformation takes strong leadership and engagement in the process to drive the new prioritisation and actions, and give people permission to work together.