Together with our clients, we develop robust strategic and tactical action plans to effectively assess the Customer Experience, Industry Competition and Brand Reputation. We combine reseach techniques to develop the right business intelligence solution to quantifiy your Customers' Experience, on time and on budget.
We use the term 'multimodality' to encompass diverse ways of communicating such as Email, Chat, Phone and Social Media. Underpinning this innovative work is a critical theoretical approach to multimodal analysis of several types of communication channels.
Customer Experience Benchmarking
Objectively measures the extent to which your customer facing employees and systems adhere to company practice and procedures. Quantify the true Customer Experience by measuring individual contact channels to ensure the Customer Experience is pleasant, consistant and predictable.
Customer Perception is influenced by many sources, advertising, reviews, public relations, social media and others. It can also be related to customer satisfaction which is the expectation of the customer towards the product or service.
Monitor perceptions of the overall quality of service to create customer loyalty and an excellent customer experience.
Understanding your strengths and weaknesses relative to your competitors is a critical component to creating business strategies. Applying qualitative and quantitative research techniques to compare your Customers' Experience to that of your competitors is crucial to determining company direction.
Allowing a third party, non-biased entity to provide quality assurance services ensures accurate and honest assessments of the customer experience. Our expert analysis allows us to determine whether failed interactions are systemic or behavioral and then we can prescribe an appropriate remedial program.