For an optimal Customer Experience you need to exceed the expectation of the customer. The arrival of additional channels and the increase of data both make it possible to achieve the ideal customer experience. Can your organization stand out? We support organizations to understand the customer expectations and voice. We continuously monitor your customer journey and how this is aligned with your internal chains. We use new methods as Process Mining and Sentiment Mining. Learn to excel in Customer Experience!
Customer Experience Management: the ideal Customer Experience!
Each organization should strive to own this; a positive, memorable Customer Experience. But how to realize that in this rapidly changing world? Omnichannel trends indicated that in 2018 already at least 11 different customer contact channels are available. Think of the possibilities around (We) chat, messenger platforms, interactive video calls and commitment of WhatsApp.
The arrival of these extra channels and the increase in big data make it possible to achieve the ideal Customer Experience. This is how your organization can differentiate. It is important to understand customer touchpoints, journey and the development and deployment of customer contact channels. We can help by watching the whole process outside-in. We do this by continuously match expectations and experiences of customers during their customer journey, employee engagement and internal chains. We use various customer surveys and new methods such as Process Mining and Sentiment Mining.
What we can do for your organization
Omnichannel customer interaction
We make the effect of customer interaction via the different customer contact channels clear for the entire organization by various customer surveys. From analyses we give you insights on where you could improve and translate this into concrete actions and/or solutions.
We make the full experience of the customer visible during their interaction with your organization. We translate the customer journey to improve processes company-wide.
Voice of the customer
We make the customer expectation and the image they have of you transparent for your organization. We translate the brand values of your organization to optimal customer service. So this is widely supported within your entire organization.
Insights in customer behaviour
Make use of existing data to visualize the customers journey. Learn to predict customer behaviour. We use Process Mining as method.
Care to share views?
We like to think about how your organization can exceed customer expectation in order to achieve an optimal Customer Experience. Whether for advice or concrete projects, please contact us so we can share views.
Get in contact
- Saskia Hoff
- Senior Consultant