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You don't have to choose between superior customer experience and cost containment. By focusing on the unit cost of discrete customer episodes you can improve the customer experience and reduce costs.
A customer "episode" is the series of discrete interactions a customer experiences as they attempt to satisfy a specific need. A close examination of this journey provides a powerful lens on your costs and helps you prioritize improvements to the episodes that matter most. To become a performance leader your episodes should be simple, digital, fast, personalized and designed right the first time.
Episode-led Costing helps you identify priority episodes and analyze the full scope of costs required to improve them. This approach provides visibility into the functional and channel silos that can limit your understanding of the total cost base of your customer service, and positions you to zero in on the levers that will lower costs while enhancing the customer experience.
Adopting customer episodes as your “unit of transformation” allows you to assess the full scope of customer-facing and back-office expenses
Achieve higher share of wallet, more customer referrals and higher NPS® scores, while reducing attrition
Reduce a range of non-value adding interactions, including call volumes, service visits and truck rolls
Boost EBITDA by 20% while reducing complexity and costs across IT, marketing and other functions and processes
Increase in episode-level Net Promoter ScoreSM (a key metric of customer loyalty)
Rise in employee engagement
Reduction in unit costs for various episodes
