With a company’s customer service on show for the world to see via social media, now it is more important than ever to ensure that your customers are receiving the best customer experience possible with every touch point within your organisation.
“Over an eight-year period from 2007 to 2014, the total stock returns of CX leaders outperformed both a portfolio of CX laggards and the S&P 500.” *
Whether it be their online experience, the speed of response on your social media platform or the way they are responded to over the phone, if a customer’s experience is below par at any point in the customer journey then your company’s reputation and future sales could be negatively affected.
Our customer experience services begin with an audit and customer journey mapping, then a design phase of improvement and innovation, change implementation and finally measurement and refinement.
*Forrester 2014
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