Customer Experience Improvement
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 concerning
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. Each of these touch points carries the risk of an unintentional data breach - such as emailing an attachment to the wrong recipient or an unauthorised person accessing the databases behind your website.
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.
- Run tests to determine if your website and/or network has security flaws which could allow a hacker to steal your data.
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 websites and internal service-desk processes also. It's not only large companies who are being hit with penalties: 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
Benefits of Engaging with Us
Service with Security
- Proven methods of providing great Customer Service across multiple channels.
- Objective and proven Customer Loyalty measurements.
- GDPR awareness "build-in" to our mentoring process.
- 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.
