Develop new or improved customer service concepts together with your customers
The most transparent and effective method to develop new or improved customer service concepts in a community together with your customers, with the goal of increasing the probability of success.
Customer experience is the sum of many facets: excellent products, a strong brand and the interaction between customers and your organisation. It determines whether customers are satisfied and loyal.
When your organisation finds it difficult to differentiate at product or service level, customer experience becomes even more important for creating competitive advantage and remaining top of mind.
Customer satisfaction surveys provide insight into the challenges, but rarely reveal what specifically needs to change and how. The Customer Experience Challenge is the designated instrument for this purpose.
A structured process in which the crowd contributes ideas, assesses them and develops them through rounds into the strongest customer experience concept.
Customers, customer care staff, partners and marketing or sales departments contribute suggestions via the website, intranet, Twitter or the platform itself.
The crowd assesses the submitted ideas themselves. The best ideas are selected and proceed to the challenge rounds for further development.
Each round focuses on a specific theme. Players develop questions individually or in teams and invest their budget in the concepts of others, providing constructive feedback.
The CEM concept with the most investments across all rounds wins. It also has the greatest commitment from the players and is best placed for implementation by the organisation.
After the challenge, it is unmistakably clear which customer experience concept is preferred by all those who matter.
The Customer Experience Challenge can be fully customised to your business needs. Share your challenge with Innofication and discuss the possibilities.
Innofication provides idea and innovation management software and services that help organisations innovate more successfully — from idea to successful proposition.
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