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Customer Contact Experience Mapping
Often, in conjunction with the Strategy Assessment CCI deploys the use of a process mapping technique that is used to map the customer experience. This is a proprietary process, augmented with advanced software tools, to create a base-line process flow of a company’s entire customer life cycle. All businesses are unique in the way that they acquire, grow and manage their customer relationships. Before the existing process can be transformed, it is essential to understand every sequence of possible interactions a company has with their customers from the beginning of the customer relationship to the very end. Every possible scenario of how a company communicates with their customers, across all channels (web, phone, mail/e-mail, face to face, etc.) is then pictorially displayed and examined. Mystery shopping, a traditional Marketing Research approach often used for gaining competitive information,, is another technique that CCI has adapted to uncover customer experience “gaps” or opportunities. Competitive mystery contacts also provide insight into how other companies are managing their customer relationships and often surface additional ways to provide competitive differentiation.

Client Benefit
The output of this process is an amazing eye-opener to most firms. It enables them to clearly see where there are breaks or “gaps” in the chain of customer communications that clearly need to be fixed and provides them with a clearer picture of where and how to begin.