Consumer & E-CX Services

CONSUMER & E-CX SERVICES

Unlock the Power of Customer, Employee and Human Experience (EX/CX/HX)

At Genesis GBS, we specialize in transforming how businesses connect with their customers across the total human experience (HX). Our comprehensive CX and Consumer Services are designed to help you understand and enhance every interaction your customers have with your brand. From measuring satisfaction to conducting in-depth consumer surveys, we provide the insights you need to drive growth, improve customer retention, and build lasting relationships.

Our key service areas include: 

  1. Total Human Experience Index (THX)
  2. Customer Experience (CX) Measurement
  3. Consumer Surveys and Consulting
  4. Employee Experience (EX) Satisfaction (ES) Measurement
  5. Mystery Shopping & Compliance Audits

Total Human Experience Index (THX)

Our THX Index goes beyond traditional metrics to measure the entire human experience across various touchpoints. We help organizations gauge performance across communication channels like call centers, mobile apps, web chat and social media. For instance, we worked with Stericycle to assess healthcare trends and patient engagement, offering insights that informed their strategy and improved patient outcomes across the U.S.

Our THX Index supports clients in:

  • Providing data on Customer Lifetime value Churn / Retention Rate
  • Gaining insight on the Full Human Experience
  • Gauging Environmental Social & Governance insight
  • Measuring Diversity Equity & Inclusion

Our THX Index supports clients in:

  • Customer Experience (CX)
  • Employee Experience (EX)
  • Digital Experience (DX)
  • Social Experience (SX)
  • User Experience (UX)
  • Leadership Experience (LX)
  • Diversity Equity & Inclusion (DEI)
  • Environmental Social & Governance (ESG)

It measures 9 communication channels

Across 7 industries

  • Healthcare & Medical
  • Banking
  • Insurance
  • Travel
  • Retail & eCommerce
  • Telecoms & Media
  • Utilities & Energy

Customer Experience (CX) Measurement

Understanding how your customers perceive your brand is crucial. Our CX Measurement services provide in-depth analysis of key metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Lifetime Value (CLV). We helped First National Bank (FNB) track customer satisfaction and identify opportunities for cross-selling through our detailed CX surveys, leading to improved customer retention and revenue growth.

Our CX solutions help our clients by:

  • Generating Positive Word-of-Mouth (WOM) & Brand Reputation
  • Increased Sales & Reduced Churn
  • Improved Operational Efficiency
  • Building Customer Centric Strategies
  • Creating services & products that meet consumers’ need

Our CX Metrics include:

  • Customer Satisfaction Score (CSAT)
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Customer Lifetime Value (CLV)
  • First contact resolution (FCR)
  • Customer Retention and Churn Rates

HOW WE HAVE UNLOCKED VALUE WITH

Customer Experience Measurement

Genesis GBS, and its partner CRM marketing brand Innoviate, partnered with FNB as part of the Credit Card Reissue Campaign to run regular CX measurement surveys and polls. The FNB Credit Card Reissue Campaign campaign was a multiple-purpose, monthly campaign aimed at increasing revenue and reducing costs by enabling customers to reorder their credit cards. The CX measurement questions were designed for FNB to get a better understanding of the propensity for customers to take up other bank services (cross-sell/upsell) and assist them in building customer-centric strategies.

The Servest Group in the United Kingdom sought to measure its Net Promoter Score (NPS) across its target client base. The survey provided a benchmark for how Servest was performing in the eyes of its clients and identified areas for action to strengthen future customer relationships. Genesis GBS conducted the survey, which included quantitative findings, supported by qualitative commentaries, and an outcomes-based model, conclusions, and recommendations.

Stericycle and Ad Hoc Communication Resources commissioned Genesis GBS to produce a market intelligence research report surveying consumers across all 50 US states, ensuring equal gender distribution and representation of different ethnic groups. The Stericycle 2021 Healthcare Consumer Branded Research was used for lead generation, marketing, communications, thought leadership, and business strategy in the US market. The survey provided insights into healthcare trends, pain points, relief care, the impact of COVID-19 on consumers, patient outreach services, telemedicine or telehealth utilization, and technology-enabled patient engagement.

Consumer Surveys and Consulting

Our tailored Consumer Surveys and Consulting services deliver actionable insights into your target market’s preferences and behaviors. Whether you need to understand brand loyalty, customer satisfaction, or market trends, our surveys are designed to provide you with the data you need to make informed decisions. BMW and MINI utilized our consumer surveys to refine their marketing strategies, resulting in better customer targeting and increased brand loyalty.

Other types of Research & Stakeholder Engagement we offer:

Our other customized services include:

  • Brand Health Tracker
  • Usage & Awareness
  • Category Landscape
  • Consideration & Brand Trial
  • Customer loyalty
  • Ad Testing
  • Product & Concept testing
  • Package Testing
  • Media Usage
  • Patient & Guest surveys
  • Segmentation & Profiling
  • Customer Churn/Retention
  • Competitor Analyses
  • Market Messaging
  • Shopper Behaviour
  • In-store Research
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    Research Design and Project Management
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    Questionnaire and Discussion Guide Development
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    Quantitative and Qualitative Data Collection
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    Survey scripting and Hosting
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    Data Analysis and Reporting
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    Insight Generation

HOW WE HAVE UNLOCKED VALUE WITH

Consumer Surveys and Consulting

We were appointed by Stericycle and Ad Hoc Communication Resources to conduct the 2021 Healthcare Consumer Branded Research. The research aimed to provide updated intelligence and insights with regards to consumer healthcare trends, pain points and challenges and to review consumer preferences for various healthcare communication channels, touchpoints and interactions

We surveyed 1000 US consumers across all states to provide Stericycle with insights that captures the depth, breadth and scope of consumer trends, requirements and developments across the United States.

Innovation Group commissioned Genesis GBS to conduct a mixed qualitative and quantitative survey in the form of focus groups and face-to-face interviews. Themes were confirmed by Genesis GBS in project meetings with Innovation Group and were based on general automotive research and industry trends. The result was the Automotive Now Report which included sections covering OEM trends, dealership reviews, global automotive consumer trends, the impact of ride-hailing services such as Uber, driverless and connected cars, and motor insurance and warranty insights.

Both BMW and MINI incorporated consumer surveys into their upgrade and test drive activities. These surveys were deployed and managed by Genesis GBS and targeted a) existing customers due for upgrades and b) new customers. The surveys first gauged consumer reaction to the brands and predicted how and when existing customers would look at upgrading and if new customers would consider switching automotive brands to BME or MINI. The surveys were highly personalised and tailored to different customer groups and segments based on their ages, demographics, income, brand affinity and other aspects.

Employee Experience (EX) and Satisfaction (ES) Measurement

Employee satisfaction directly impacts customer experience. Our Employee Satisfaction Measurement services help you understand and improve your team’s engagement levels. By assessing areas such as workplace culture, job satisfaction, and training needs, we provide the insights you need to foster a motivated workforce. We partnered with Servest to conduct a comprehensive employee engagement survey, which led to actionable improvements in employee retention and satisfaction.

Genesis GBS Employee Engagement Surveys  helps  with:

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    More productive employees
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    Identifying Training Needs
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    Leadership Assessment
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    Improved Communication
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    Increased Sales
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    Engaged Workforce
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    Goal Alignment
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    Better Inter-office relationships

Employee satisfaction is the result of overall well-being and workplace engagement.

Companies that want to improve workplace satisfaction should pay attention to these key drivers:

Support

A supportive environment nurtures employees, helping them succeed by removing pain points and providing necessary tools. Supporting employees also requires recognizing their efforts and rewarding their achievements to make them feel valued

Inclusion

An inclusive culture promotes diversity and encourages employees to contribute their ideas. Inclusion leads to employees feeling like they fit in at the company and have respect.

Professional Development

Companies that fail to provide their employees with opportunities for growth risk losing them to competitors that do. Professional development can include mentorship programs, training workshops, and promotion opportunities.

HOW WE HAVE UNLOCKED VALUE WITH

Employee Engagement Measurement

Genesis GBS was asked by Servest to conduct the Servest Employee Engagement Survey, assessing current employee perceptions, organizational culture, and engagement.

The survey aimed to identify areas for action to enhance employee relationships, including overall satisfaction, departmental engagement, pay and benefits, and the bond between head office and coastal areas. It also examined problems, challenges, strengths, and future expectations. The target population included 2,000 “white collar” workers and 23,000 “blue collar” workers, sourced from Servest’s employee database.

We worked closely with a legal firm in Pretoria to help them better understand their employees needs and expectations. The research provided insight into training and development needs and gave the management team the ability to measure and address employees pain-points and areas of concern.

The results supported the firm in developing an improved workplace environment for all staff.

We partnered with an Insurance provider to gauge the levels of satisfaction among their employees and assisting in them in identifying training gaps within the organization.

The research provided management with insight into how staff experience their jobs and how to create a more engaged workforce. Results were used to

 

Mystery Shopping & Compliance Audits

Ensure your customer service standards are consistently met with our Mystery Shopping & Compliance Audits. Our trained researchers pose as customers to evaluate your service quality, providing unbiased insights into your customer interactions. For Infiniti, our mystery shopping campaigns helped them enhance the customer journey from enquiry to purchase, driving better customer satisfaction and brand perception.

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    Enforces employee integrity and knowledge
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    Identifies training needs and sales opportunities
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    Improves customer retention
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    Non-Biased data on staff performance
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    Measure compliance to service standards
  • Ultimately, the goal of call centre mystery shopping is to gain insights into the experience a typical customer encounters when trying to reach your business via the call centre channel
  • It can also be used as a comparative measure, evaluating your competitors’ levels of service and how their agents deal with customers
  • Whilst coaching and your own internal quality programs should be used to manage quality, mystery shopping simply adds an unbiased, independent dimension to the quality equation providing genuine Voice of the Customer (VoC) insights

HOW WE HAVE UNLOCKED VALUE WITH

Call Center Mystery Shopping

Genesis GBS, via its B2B marketplace, has worked with various business process outsourcing (BPO) service providers in measuring the levels of services provided by their call center staff.

Regular “mystery shopping” calls are made to these centers monthly to help gather this data. Our research has helped these service providers in gaining perspective around how their agents are engaging with consumers and identifying gaps in the service chain. The results have also been collated as part of the real-time GBS.World Total Human Experience (HX) Index.

Genesis, and its partner CRM marketing brand Innoviate, worked with Infiniti (the luxury brand of Nissan) on various test drive and mystery shopping campaigns as part of the broader customer and CRM strategy. The objective was to better understand how consumers experience the brand when making an enquiry on a new vehicle purchase and going for test drives at various dealerships.

The research provided insight into the customers purchase journey and helped measure the dealerships communication and response time across email, telephone and in-store visits.

We conducted a mystery shopping exercise for a large retail client to assess the in-store experience across various branches of the store.

The research helped our client gauge staff knowledge and compliance to service standards as well as adherence to company protocol when consumers return items.

Ready to Elevate Your Customer, Employee and Human Experience?

Don’t leave your customer and human experience to chance. Partner with Genesis GBS and gain the insights you need to succeed. Book a consulting call with us today.