Every interaction customers have with an organisation has a significant impact on their perception and this influences their potential value to your business. Furthermore, it is well known that customers with a negative personal experience will tell up to 10 others.

Are you able to identify which processes are contributing to customer dissatisfaction and loss? Does the customer experience match the brand proposition?

InteractCM has designed a process to identify and help remove or modify those "undesirable" customer experiences, improve customer retention and help turn more customers into "advocates".

Our first step is a Customer Experience Healthcheck, which will highlight customer contact processes that require modification or improvement across all customer touch points. This process will typically include interviews and observations with customer-facing staff and customers, focus groups, review of call centre, branch and other touchpoint metrics, analysis of customer complaints and customer interaction process mapping.

Importantly, the Customer Experience Healthcheck will identify gaps and inconsistencies with the organisation's brand proposition and marketing objectives.

Following the Healthcheck, we can facilitate the redesign of the Customer Experience, implement quick fixes and other longer-term improvements, and monitor the improvement in customer satisfaction.

Please fill out the form below and we will get in contact regarding how we might assist you with this offering.