The Customer Journey Audit RBL carried out for BCA proved invaluable in updating our contact strategy.
customer or supporter journey audit…
Our audits mirror and critique the path taken by a customer or supporter as they interact with your organisation, from initial contact with the brand through the entire customer lifecycle. The audit delivers actionable marketing, sales, operational and service improvements.
The audit includes:
- RBL testing all channels to market - online and offline.
- evaluating lifecycle contact strategies.
- explore up-sell and cross-sell opportunities.
- assessing customer/supporter service.
- assessing compliance with the relevant codes of practice.
- identifying inconsistencies.
- competitor bench-marking (if required).
The audit is powerful and fast – identifying problems and actionable improvements within one month in key areas.
To discuss how an RBL customer or supporter journey audit could benefit your organisation, contact Joanna Reynolds.