Despite a program of constant improvement to the way customers experience the Foxtel brand, it’s easy to lose track of what’s truly working for customers throughout their many interactions. How much value is being lost along the way?
The UDKU Customer Experience Audit takes a heuristic approach to analysing the experience the average punter has of a brand. Establishing a set of metrics with the client, it brings to life the moments in the customer experience that should be celebrated and those that need to be fixed. Prioritisation against customer and business impact delivers a roadmap for future innovation.
Result: 8 moments in the current customer experience are brilliant and need to be celebrated. 8 need fixing.Over 60 small tweaks were identified and a program of constant improvement was identified.