We will Work with your organisation to identify and map out the experience that customers get across the major "touch points", which affects customer experience through his journey with the organization. So, you can work, monitor, evaluate on each touch point, and apply a continual improvement strategy that optimize your operations, and delight your customers.
organization, that enable your organization to be distinguished and competitive. To enrich the experience for your customers, you will need to make your service delivery more recognizable, measurable and traceable to be able to apply improvements.
Customer Complaints and feedback
We will help you to establish a customer complaints management system complied with the international standards, which will enable you to define your service defects, and solve customers' complaints in a fairly and timely manner. So, you gain your customer trust and loyalty, and at the same time you will be able to optimize your operations by identifying the critical few reasons that cause defects to your service. What are the benefits of customer complaint management?
- Achieve operational efficiency to identify trends and causes of complaints.
- Resolve more complaints by adopting a more customer-focused approach.
- Engage staff with new customer service training opportunities.
- Monitor and continually improve your complaints handling process.
Customer Loyalty and retention management
We will help you to leverage your customer retention and loyalty, by helping your organization to define the reasons behind churn. You will be able to optimize your service operations, which deducts unnecessary costs. And you will be able to make your customers more satisfied and loyal by improving areas which lead to churn.
Higher levels of employee engagement correlate with better customer outcomes like improved satisfaction scores and loyalty. We will help you to improve employee engagement in ways that also deliver better customer experiences. We can assess the level of employee engagement at their firms today, by performing gap analyses to identify areas for improvement. To build an engaging environment for your employees, this will drive to satisfied and loyal customers and employees as well.
Mystery shopping is a powerful research tool, provides the information necessary for you to measure, manage, and improve the customer experience, your team's performance, and your bottom line. Customer-ship Customizes mystery shopping programs to measure compliance to your best practices and operational standards. Our purpose is to not only create a measurement tool and deliver intelligence to you, but also to infuse that very information into your company culture and, in doing so, build sustainable success.