San Francisco, CA, February 14, 2013 --(PR.com
)-- Customer experience consultancy MCorp was interviewed for and included in “Enterprise Customer Experience Transformation Consultants,” a Forrester Research, Inc. report published in June 2012. This report replaces Forrester’s 2010 report on enterprise customer experience consultants.
To help customer experience leaders find the support they need, Forrester scanned the marketplace for firms offering consulting services for enterprise customer experience transformation. The report surveys the service offerings of 15 vendors, mapping those offerings across five major categories:
(1) Defining a customer experience strategy,
(2) Creating a customer experience transformation roadmap,
(3) Building support for customer experience efforts,
(4) Executing customer experience transformation, and
(5) Measuring the business impact of customer experience
According to the report, “…transforming a company from product-centric to customer-centric takes years and requires active participation from everyone in the firm. Given the magnitude of such change, customer experience leaders need help making the process as quick and smooth as possible. In particular, they need partners with: [deep expertise, manpower and objectivity].”
Michael Hinshaw, Managing Director of MCorp Consulting, commented: “Improving customer experience is all about becoming more customer-centric. With the right partners – ideally from a firm that’s helped many other companies through the process – placing the customer at the center of your business, while not easy, can be straightforward.”
As noted in the report, most consultants have a set of suggested first steps for new clients. Forrester suggests companies use them as a starting point for the scoping process. By defining an initial engagement, a company gets to see the consultancy in action, and determine how well your teams work together.
To learn about MCorp's enterprise customer experience consulting expertise, visit http://insights.mcorpconsulting.com/mcorp-consultation
More information on and access to the report is available online at forrester.com.
About MCorp Consulting:
A leading global experience innovation consultancy, MCorp grows value by improving customer experience. We have helped many companies – from fast-growth market leaders to Fortune 100 – transform the ways they interact with their customers, improving customer loyalty and helping them profit significantly as a result. Some of the global organizations we have worked with include Danone, McKesson, T. Rowe Price, Argo Group and the United Methodist Church.
For more information, visit http://www.mcorpconsulting.com/, or call 1-866-526-2655 toll free in the U.S., or 1-415-526-2655.