If you are like the majority of organizations, you may not have your finger on the pulse of your customers, whether internal or external, due to heavy reliance on ad hoc, annual or semi-annual surveys.
Unfortunately, while expensive in time and money, these do not give you real time information on your customers changing needs, expectations and on-going ratings of your products and service delivery. Inevitably, in a dynamic and volatile environment, this results in poor decision-making that may lead to even lower levels of service quality and customer satisfaction.
Moreover, you are missing opportunities for greater innovation and efficacy due to little or no stakeholder engagement to help resolve critical issues.
On the journey to achieving customer-centricity, ongoing access to stakeholder intelligence, data analytics and enhancement of performance management capabilities are essential factors. The use of a systematic technology to provide end-to-end visibility for customer service is critical in:
We can provide you with:
Voice of the Customer and Voice of the Employee surveys – continuous, real-time engagement through survey questions customizable for your unique organizational context and priorities;
Stakeholder engagement and team collaboration in one place to focus on critical customer service issues, view stakeholder sentiment with cognitive analytics powered by IBM Watson, and uncover hidden risks with AI;
Just write down some details and our customer success heroes will get back to you in a jiffy!