Customer Experience Management

Monitoring and improving customer experience delivery results in reduced churn and increased customer lifetime value.

  • Customer journey – we’ll work with you to map your desired customer journey, compare the desired state to the actual state and look for ways to bring the two into alignment.
  • Voice of the customer (VoC) – learn what your customers think about your customer service delivery – our VoC programs feature a closed-loop process: gathering customer feedback, interpreting the data acquired, reacting to improve the experience and monitoring results.
  • Churn reduction – develop a multi-pronged approach to reduce churn including proactive save, winback and other programs.
  • Lifetime value optimization – we’ll help you determine what your actual customer lifetime value is and recommend and help you implement ways to improve it.
  • Customer acquisition – Transition your sales operation into a well-oiled machine by leveraging best practices, repeatable processes and training – all aimed at reducing the length of your sales process and increasing your close rates.
    • Process assessment – we’ll perform a thorough review of your sales organization including hiring practices, compensation plans, forecasting models, lead management, sales process, sales force automation tools and not only provide recommendations for improvement but also help with implementation, if needed.
    • Training – coach up your sales team by providing them with the strategies, tactics and confidence they need to thrive. We combine classroom and individual coaching to upscale their soft skills while improving their ability to identify suspects, qualify prospects and close opportunities.
  • Customer retention – Studies show that it can cost 5 time more to acquire a customer than to retain one. Ramping up your retention capabilities is central to affordably growing your business.
    • Account management – good work wins business. Good relationships help you keep that business. We’ll help you turn your team into a proactive group of relationship builders by mixing opportunity analysis, consultative client service, client contact strategy and strategic planning with a dose of soft skills – it’s not always what you say but how you say it.
    • Customer service / technical support – it’s about so much more than just case management. Today’s consumer demands multi-channel, social and self-service options. We’ll show you how to get it done and train your team to deliver an enhanced customer experience. By the way, did you know that support and service interactions can result in sales if they are handled properly? Ask and we’ll be happy to share the “secret”.