Improve customer experience at all touch points
The Customer Experience concept maps the experiences that customers have when interacting with a company or brand. It focuses on the individual contact points (touchpoints) between the company and the customer along the entire customer journey.
Under the premise “Customer experience at the centre” we take up customer needs and experiences, evaluate them and derive process improvements or develop new products and services.
We provide support from the conception to the implementation:
- Definition of personas and analysis of customer journeys
- Implementation of a measurement system for customer satisfaction and service quality at key contact points
Benefits
- Measurement of customer satisfaction with operational significance
- Improve the customer experience at all touchpoints
- Increase of customer satisfaction, reduction of the churn and thus increase of the customer lifetime value
