How We Work
Customer experience management encompasses reviewing all the touch points a prospective customer or existing customer has with the service provider, irrespective of the sector. Monitoring the customer experience at each of these encounters, provides opportunities to improve or enhance the service interaction at each phase of the customer life cycle. These results can be verified by the outcomes from customer satisfaction surveys, root cause analysis of reoccurring complaints and other forms of customer research such as focus groups or panel interviews.
These external measures are compared with the internal operational measures, such as mystery shopping and customer service audits to provide the potential customer’s perspective. Working with our clients, our approach is to provide guidance on how to collect and analyse both external/internal data. Recommend what type of benchmarking to use to establish the base line for improvement depending on the size, structure and business sector.
Once the service gaps are identified, service standards can be revised, operational processes can be improved and remedial training delivered; the complete solution – measurement, customer experience management and training delivered by one consultancy. The leading service solution provider in the Middle East, compelling reasons enough to work with Ethos Consultancy.