Customers don’t want to waste time and effort and companies need to avoid unnecessary contact. Its important for staff to recognise – when a customer is making contact about something that adds no value to the customer. Measuring the customer experience in itself doesn’t deliver any value to a business – it is acting on the measures that drive success. The companies that we have worked with at cape consulting aren’t simply interested in how happy their customers are. They want the experience – rightly – to –drive sales; increase retention and reduce operating costs.
See the presentation on how best to achieve this.