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Does this ring a bell
- I do not know about our customers’ experience
- We cannot see our business with our customers’ eyes
- We do not collect customer feedback
- We collect customer feedback but we do not make use of it
- We do not have a service identity; there are only separate guidelines
- Our people interpret good service in their own way
- People in our support functions do not perceive that their work affects the customer experience
- We have not defined the customers journey or what needs to happen during different points on the journey
- We do not know how to manage customer experience
- Customer experience is not on our executive team’s agenda
- No one feels responsible for the customer experience
- Our managers don’t give positive or corrective feedback to the customer service team
If so, here’s how we’ve helped our customers:
- The customer experience concept has no value unless it is realized and enhances the customer’s experience
- We help you look at your business through the customer’s eyes
- We create a common and understandable service identity
- We find the most critical points for the customer journey concerning the customer experience
- Our method is to involve your staff extensively across the customer journey
- We help people realize that the customer experience belongs to everyone regardless of the job
- We offer alternative and tested ways to deploy your customer experience concept