Why Improving Customer Experience Matters
Improving customer experience (CX) has been shown to reap many benefits, including:
- Improved customer satisfaction
- Repeat business and customer loyalty growth
- Increased customer referrals (“word of mouth”)
- Reduced customer churn
- An advantage against competitors
- Increased revenue and sales
- Stronger customer relationships
In short, customer experience management and improvement is a sound investment to improve your bottom line.
“We have found that Customer Perspectives provides a valuable service; one that is a constructive component of our quality service standards.” – Watertown Savings Bank
Call us at 1-800-277-4677 extension 101 or use this form to see how we can help you improve your customer experience.
Measuring Your Current Customer Experience
With an understanding of your goals for improving the customer experience, we develop a customer service measurement strategy that is designed to determine where you stand now and identify areas for improvement. Our measurement strategy could include any of the following tools:
- In-person, telephone or online mystery (secret) shops
- Telephone customer satisfaction surveys
- Call center evaluations
- Competitor comparisons
- Training needs assessments
- Manager assessments
We recognize that your business is unique, so our measurement strategy is not “one-size-fits-all.” We custom-design mystery shopping forms, surveys and data summaries to meet your specific requirements.
Contact Customer Perspectives today and let us get started in developing your customer experience strategy so you can start out-servicing your competition.
“Customer Perspective’s ability to help us evaluate events at our clients in invaluable. Their ability to modify the evaluation form we use to measure event performance, and quickly get that back into production, helps us better understand, and make improvements to our sales process and event set up.” – Bank of America
What Some of Our Clients Say…
“One of the most valuable components Customer Perspectives possesses is the ability and willingness to react quickly to our ever changing needs.”
“The [Customer Perspectives] staff is efficient, organized and has always provided Citizens Bank with excellent customer service. I would strongly recommend Customer Perspectives to any business interested in improving sales and service delivery.”
“We have been extremely pleased with the service Customer Perspectives has provided since we started using your company in 1993. The detailed comments are excellent and provide our District Managers with a realistic picture of the service we are providing for our customers.”