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It’s how customers perceive their interactions. Most importantly, it is the single greatest predictor of whether customers will return – or defect to a competitor.

Customers expect seamless cross channel integration to initiate transaction in one channel (branch, store, online, and phone) and complete it in another without having to repeat themselves. Tomorrow’s winners will be those who find ways to give customers personal touch points the most efficiently. Here are just some of the ways we can help you improve the customer experience.

Conduct Customer Surveys

Do you know what customers really want? They give you feedback in many ways – in person, contact center, e-mail, chat, social media and snail mail. A well-crafted customer survey given set intervals provides valuable key performance indicators for how well you are satisfying customer needs. We will work with you to:

  • Review the effectiveness, efficiency, reach and response rates for your current survey.
  • Design a new or updated customer-focused survey
  • Implement a survey strategy
  • Complete quantitative and qualitative analysis of the results
  • Build dashboard and ad hoc reports
Explore Market Opportunities

What’s up? To design a successful customer experience strategy you have to be aware of industry trends, know your competitors and be up to speed on industry best practices. If you haven’t done comprehensive, detailed market research in a while, we’ll give you an update. We will conduct market research to:

  • Identify current industry trends and best practices
  • Evaluate your competitors
  • Recommend target customer segments based on demographic and psychographic characteristics
  • Prepare Strengths, Weaknesses, Opportunities and Treats (SWOT) evaluation for your business
Develop Customer Insight

What is critical to the customer and why? Customers don’t always know what they want or they may not be able to clearly articulate their needs. To serve them well, you need to understand their spoken and unspoken wants and needs. We use several tools – surveys, focus groups and journey maps – combined with multi-channel integration of existing customer data and feedback to deepen your customer understanding of:

  • Who they are by segment
  • What they want and need
  • Where and when they want to conduct business with you
  • How they perceive their interactions with each company channel
  • Areas for improvement
  • Product and service expansion opportunities
Diagnose Pain Points

Where does it hurt? By analyzing existing call center data, customer survey results, reviewing social media commentary and talking with employees, we can learn a great deal about areas for improvement. Our team will:

  • Identify recurring problems and customer issues
  • Prioritize issues by size, frequency and severity
  • Conduct a root cause analysis to determine how existing employee, processes and technology hurdles are contributing to the issue
  • Recommend an action plan to resolve the issue and prevent future occurrences
Repair Problems

How are we going to fix the problems? Bringing about change can be difficult and time consuming. Our experienced change management professionals can help you streamline the process and minimize the pain. We’ll help you:

  • Anticipate potential operational problems and possible customer impact
  • Formulate a project plan for process improvement and technology integration
  • Design a communication strategy for management and employee to ensure buy-in at each phase
  • Monitor progress and recommend course correction when appropriate and required
Provide Reporting

What is the benefit and how are we doing? A successful customer experience strategy requires actionable insight, financial discipline, monitoring and reporting to track your progression to delivering consistently remarkable customer experiences. We will build you a roadmap with predetermined guideposts so you can chart your course with:

  • Business case analysis of the hard and soft cost and benefits
  • Establish timeline and milestones
  • Set key performance indicators and operating metrics
  • Evaluate actual performance against business case projections
  • Develop and distribute management reports and analysis of results

Wow Customers

Our customer approach is unique. See how we help companies just like yours.

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