When good service is your life style
All touchpoints in and out of your company have an impact on how your customers perceive you. It is always a matter of meeting and surpassing the customer’s expectations. All studies show that when it happens the customers return and buy more. Optimizing your touchpoints is reasonable and profitable.
We work in two general ways:
On the one hand, we examine how your customers perceive you. On the other, we observe your actual actions and behaviour. By combining these perspectives we create a deep customer insight and give you the tools to eliminate inexpediencies from the way you treat the customer, so his expectations are met every time.
How do your customers perceive you?
When we examine what the customers think, we apply different kinds of surveys: from telephone interviewing to surveys via web or sms, to exit polls conducted by our sister company, Servicemind. By analyzing the collected data, we establish whether your customers are loyal or leaving you. At the same time we give you an action plan with priorities attached to each of your efforts, according to their impact on the loyalty and purchase volume of your current customers.
How do you act?
Our examination of how you act has several aspects. The most important thing is that all your touchpoints are examined and evaluated. For most companies the telephone is an important point of contact to customers. If you have a call center, then Mystery Calling will give you a detailed picture of how you handle conversations with customers. We observe how far your efforts to give the best service and to provide the best sales performance are in accordance with your own standards. If the rest of your staff is in contact with customers via telephone, then a Telephone Service Survey will bring you unique information on how to reduce the time spend on telephoning on the one hand, and how to improve the way your customers perceive you. Whether it is a conscious, strategic choice or just development, the expanding use of sms, chat and e-mail in communicating with customers that raises new challenges for companies and employees. Even though form and language has changed, traditional virtues like needs analysis, giving advice and summarizing are still fundamentals for success.
Ready for change?
As a part of House of Minds our investigations and analysis are carried out by some of the best process consultants in Denmark. We always rely on knowledge and facts – never faith or intuition. We call it fact-based development™. Whatever the subject, our work is always based on specific and concrete measuring and analysis of the company. We never designate an area to be specifically important for your customer’s loyalty without prior mapping and analysis of the facts about your company.