Customer Experience Improvement

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It's all about Repurchase, Referrals, Security and Privacy

 Bain and Co: A 5% increase in customer retention can increase a company’s profitability by 75%.


 A German internet service provider faces a €9.6m ($10.6m; £8m) fine after being accused of failing to carry out tough enough customer ID checks.  https://www.bbc.com/news/technology-50744333 

Those numbers are scary

Additional Information

 If those numbers don’t surprise you, then Gartner Group: 


80% of your Company’s future revenue will come from just 20% of your existing customers.”   


 and from a privacy/data breach point of view :


CNBC:  "Paige Thompson, accused of stealing the data of 100 million people" https://www.cnbc.com/2019/07/30/paige-thompson-alleged-capital-one-hacker-stole-100-million-peoples-data.html 


Customer Service requests come in many forms and your staff need to be ready to control and respond to these: The Wall Street Journal: “..analysts forecast the Global Customer Experience Management market to grow at a rate of 20.79% over the period 2020-2022. One of the key factors is the increased number of customer touch points.


We help you to:

  • Build a responsive platform for Customer Service including Social Media, email, chat, phone.
  • Improve customer repurchase rates.Increase customer referrals/references.
  • Identify the areas which frustrate your customers, and work with your team to remove them.  
  • Build a privacy-aware Top-Floor to Shop-Floor customer service culture.

   
Are you concerned about data breaches from your Service Team? 

GDPR has brought "Privacy by Design" into the forefront - not just software design but for internal service-desk processes also.  It's not only large companies who are being hit with penalties: 

European Data Protection Team: Danish Data Protection Agency proposes a DKK 1.2m fine for Danish taxi company,  https://edpb.europa.eu/news/national-news/2019/danish-data-protection-agency-proposes-dkk-12-million-fine-danish-taxi_en 

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Benefits of Engaging with Us

Additional Information

 

  • Proven methods of providing great Customer Service across multiple channels.
  • Objective and proven Customer Loyalty measurements.
  • Associate Member, Association of Security Consultants.
  • Project starts in-house...no need for staff to be away from the office.
  • A clear picture of how your Customers currently view your business and ongoing trend analysis.
  • Your staff deal with complaints before they get to you, leaving you more time to run the business.
  • Day to Day performance dashboards.
  • More loyal customers, higher % referral rate
  • Ongoing performance monitoring and reporting to Board level.

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