21st Century Customer Experience(CX)
Your Brand is Everything
This is about the ‘people’ element of creating a service experience. The data is important but what you do with it is even more so. We have created a set of world class service principles through which we create a mindset of service and provide the skills and tools to deliver.
Our programmes are measurable, delivering a significant uplift in NPS, C-Sat or whatever other measure is important to your customers. And there’s the point – this is for the customers.
It is outrageous that customer experience is worse in some cases than it was in the 80’s, 90’s and 00’s. It boggles our minds.
Improving Customer Experience
How much money is spent on tech and analytics? Millions! How much is invested in giving people the so called ‘soft skills’? A terribly patronising description of something that is not soft, or easy. When did you last spend 7.5 hours on the phone or chat or in that old-fashioned place called a shop?
As you can probably tell we have some attitude about this. Thing is we know how to transform it and ensure your customers have an amazing experience and give their respect and loyalty to your brand.
Knowing your customers, what they want, how they want to be served and having the processes, tech and people attitude and skills to deliver is the holy grail. Time to stop intellectualising and start delivering. Talk to some of our clients and they will share with you their experience and results.