Contextual Strategy Group - CGI Logo CREATING BETTER CUSTOMER RELATIONSHIPS

The Customer Experience Snapshot

How customers feel about your brand often depends upon their personal experience with your front-line customer service agents.

Think about this….

world-class-customer-servicepoor-customer-service

Most Admired Companies Not-So Admired Companies

LLBean Cable companies

USAA Phone companies

Zappos Banks/Insurance companies

 

Do you really know what your customers experience when they call you?

  • Satisfaction and NPS scores provide you with a score but don’t provide specific actions to improve immediately
  • Internal Quality Assurance provides you with how your agents are performing relative to operational goals and procedures but not what the customer experiences and how the customer feels

 

** What’s missing is a customer centric scoring system based upon your customers’ actual experience and emotional interaction with your brand**

Knowing your Customer’s Experience

  • We make actual customer calls into your organization using your scenarios
  • We monitor additional calls into your organization with same scenarios
  • We measure across 30 variables and deliver scores across 3 dimensions based upon:
    • Friendliness and willingness of your agents to help
    • Your company’s ability to solve stated problems efficiently
    • How easy it is for your customers to do business with you

 

What you Get

  • A full report detailing what your customers experience when they call into your service center from their point of view
  • Scores across the three landscapes including emotional connections, company competence and customer effort required
  • An aggregated Customer Experience Score
  • Actual recordings of your Customers’ Experiences

 

Why you should commission a Customer Experience Snapshot?

  • It is customized to your brand and specific experience scenarios
  • It is actionable with recommendations on how to make instant improvements
  • The results are easily understandable and will resonate across your organization
  • The program can be completed and a score delivered in just a couple of weeks

Call us at 888-571-9492 to discuss your customized Customer Experience Snapshot today!