Shaping Customer Experience

To transform your customer experience strategy and make every touch point a positive defining moment, you need talent with the right skills.

Today 67% of buyers say their standard for customer experience is higher than ever, yet most companies fall short. When the customer experience doesn’t live up to buyer expectations, it has devastating consequences—50% of consumers are likely to defect an organization after a bad experience.

When a customer judges how well an organization has met their expectations, we call this a defining moment. These crucial moments can be positive, neutral, or negative and only positive defining moments drive customer loyalty. With customer loyalty comes the 4 R’s: Revenue, Referrals, Repeat Business, and Reputation. Loyalty is critical – Loyal customers are the lifeblood of most business models.

How do you ensure your customer experience team exceeds buyer expectations that results in an increase in customer retention and revenue attainment?

We tie everything into one solution to drive sustainable change

Our Integrated Solutions

Our solution

We help you improve the person-to-person interactions that have a critical impact on your customer experience strategy–across roles in contact centers, technical support, field service, retail, healthcare, hospitality, and more. Our best-in-class solution drives the adoption of skills, competencies and tools that ensure exceptional interactions at every touch point along the customer journey.

Upgrading the capability of your team takes more than traditional training. Our holistic approach ensures that methodology and process changes can be executed over the long term, taking you from defining what success looks like (Success Profiles) through to assessment, coaching, training, and reinforcement for your team.

Our scalable solution delivers a seamless employee development experience that results in sustainable change. It results in your organization diagnosing and closing service skills gaps to transform talent and overall service team effectiveness.

Discover Our Integrated Solution

How our integrated solutions work

Development journeys focused on the unique skills and tools needed for customer facing roles within your organization, delivered at scale.

Benefits at a Glance

  • Efficiently and scalably drive the development and adoption of skills and competencies that drive exceptional people interactions at every touch point on the customer journey.
  • Decrease the time to proficiency while improving the effectiveness of all service providers.
  • Drive your customer experience transformation journey across the breadth and depth of the organization, not just in small pockets.
  • Enhance the ROI on talent development activities through more focused targeting and stronger follow-through.
  • Encourage a culture of learning and continuous service improvement within your organization.
  • Drive employee engagement through a personalized approach and help individuals manage their development and careers over the long-term.

 

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See more benefits