Events

Events  

Using Customer Feedback To Improve The Customer Journey & Experience

As economic conditions continue to tighten, keeping existing customers loyal to your brand makes even more sense. Equally undertaking repairs to operational inefficiencies is climbing the priority ladder as budgets are scrutinized for cost cutting opportunities and we all have to relearn how to make more out of less. 

Investing in customer feedback and analysis provides the technical foundation for uncovering service failures and improving the effectiveness of customer service delivery and consequentially the customer experience.  

Typically these solutions yield high payback within 12 months and often more rapidly as the cost of service failure is tackled. When Total Quality Management was in its heyday a generation ago, a 90% decrease in the cost of failure were typical outcomes from the first year of such improvement programmes.

Results from modern day speech analytics and customer surveying projects suggest that this level of improvement is equally possible in the service industry when an equally rigorous methodology is adopted.