simplicity, what customers want
TRANSCRIPT
Give Your Customers What They Want
A simple, effortless experience
A simple, effortless experience
“To keep your customers, keep it simple”
- Harvard Business Review, May 2012
A simple, effortless experience
“To keep your customers, keep it simple”
- Harvard Business Review, May 2012
“Simplicity is everything”
- Forbes, April 2016
A simple, effortless experience
“To keep your customers, keep it simple”
- Harvard Business Review, May 2012
“Customer Experience Demands Simplicity and Cultural Change”
- Forrester, March 2014
“Simplicity is everything”
- Forbes, April 2016
The cost of a bad CX“Studies show that 82% of people have stopped doing business with a company due to a bad experience. And 95% have taken some action as a result of the bad experience, including the 80% of unhappy customers who tell others about their experience.”Source: Forbes.com
Modern life is complicated. The customer experience shouldn’t be.
ANTHRO COMMUNICATIONS helps clients FIND AND FIX PROBLEMS in the customer journey.
Together, we create SIMPLIFIEDcustomer experiences.
Like these
Meet Jennifer. She is a marketing executive at an SaaS company. Jennifer is passionate about customer success and actively tracks the voice of the customer.
She’s motivated to find and fix issues before they become problems for customers.
Story for illustration purposes only
Constant change, competing priorities, and a large organization make it difficult for Jennifer to proactively find customer problems.
Then, Jennifer discovered Anthro Communications.She hires Anthro to simulate the Customer Journey on a regular basis, acting as real customers. Jennifer gains rapid insight to what customers are actually experiencing and can quickly make changes when gaps or issues arise.
CX Gap The user-friendly training module is difficult for users to find. There is no link or mention of it in the new subscriber email.
Quick winWithin minutes of scanning the Anthro report highlights, Jennifer has her team add a link to the training module in the new subscriber email. The team follows up with an email to existing subscribers announcing the new training module.
Set up for success.New customers can now enjoy immediate access to a quick start guide, a library of videos, and community tools enabling them to use the software whenever and wherever.
Removing frustrations
Meet David. He is the new VP of Product Management for a global consumer goods manufacturer.
David wants to support sales and marketing by helping improve online reviews and grow revenue by reducing product returns.
Story for illustration purposes only
Customers are complaining they can’t assemble products and end up returning them. Negative reviews reflect this.
Then, David teamed with Anthro Communications to solve the problem.Anthro recreated the customer experience and mapped the online and retail customer journey they encountered.
Anthro finds assembly instructions were missing a key step, components weren’t labeled and the font is small. There are no online resources to support the customer pre or post-sale.
Communication as a PriorityAnthro created a customer journey map of their experience and a list of recommendations to simplify and improve the CX.
David gained concrete details and actionable items to discuss with his team.
Simplicity and clarity, part of the brand experience.Instructions are now simplified and easy to follow. A short video can be watched as part of the purchasing decision or during assembly allowing customers of various languages to quickly assemble and enjoy the product.
Keeping it simple
Meet Andrea. She is in a newly created position at a healthcare company.
Andrea’s organization wants to become patient-centric.
She is leading the transition and her first challenge is to improve the e-experience. Story for illustration purposes only
Before meeting with project stakeholders, Andrea wants a customer POV of the e-experience.
Andrea contacts Anthro for quick insight.She orders a detailed, customer-centric narrative.
Time-consuming and disjointedFrom the Customer POV, Andrea learns the home page of the website is a gateway to four separate sites, each with their own logins and without cross-platform access or support. Technical support when called is unaware of the separate sites. The experience is confusing and frustrating for the patient.
EmpathyAs part of the narrative, Anthro Communications provides Andrea with recommendations and a detailed map of the customer journey.
She gains an empathetic understanding of the patient perspective and is prepared to meet with the project team.
Patient Centric DesignAndrea and the e-transformation team begin working on a seamless web interface.
Future patients will access appointments, message health care providers, and research medical plan options on one site.
It’s no surprise companies have a business imperative to simplify their Customer Experience.
“Customer Experience Leaders outperformed the market by 35 points while laggards trailed far behind, posting a return that was 45 points lower than the market (2007-2014)”Source: Watermark Consulting
“CX LEADERS GROW REVENUE 3X FASTER THAN CX LAGGARDS. SUPERIOR CX drives customer loyalty and purchase intent. Companies with a superior CX can charge more for their products. “ Source: Harley Manning's Blog, Forrester
What people are saying about Anthro
“did an outstanding job for us. Always professional and positive...we were able to move forward quickly and add real value to the sales process.”
Sr. VP of Sales
“immediately grasped the full scope of the situation and defined steps to address our needs. ….communication, follow through and excellence in work is among the best I’ve encountered.”
Marketing Executive
“uncanny ability to pick up the true crux of any problematic situation and distill it into workable components that can be conquered.”
Sr. Systems Engineer
Quotes for Christine Thompson’s work. www.linkedin.com/in/christinethompsonsd
Ready to learn how Anthro can help your organization?
Call today at 619.798.6130 or email [email protected]