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DESIGNING THE SERVICE EXPERIENCE

The research is clear that we can obtain somewhere between a 40% to100% increase in profitability with just a 5% increase in customer retention.  The path to customer retention comes from engineering out dissatisfaction in the customer experience.  To do that, we need to step back and look at every TouchPoint that creates an opportunity to add to the customer’s satisfaction or detract from the customer’s satisfaction. 

Success Sciences has over 20 years of experience in helping clients create consistent customer experiences for the people who they serve.  Part of this process of creating a service experience by design involves extensive fieldwork to map out every stage of the customer’s experience from their point of view.  We call that “The Path to Customer Satisfaction”.  The mapping process can reveal gaps between what expectations and perceptions your organization’s advertising may create compared to what customers and prospects actually experience when they interact with one of your people, or one of your systems.

It is critical to develop an accurate and current understanding of true perceptions for your target market. This work can range from call center customer interactions, face-to-face encounters in the field or your place of business, to the design of your bill. Not all TouchPoints are created equally. Initial touches, last touches and high vulnerability or opportunity touches must all be designed to more accurately guide and predict customer reactions. How well are complaints handled in your organization? What consistency does your organization deliver in routine interactions? Do your people direct prospects to get information off of your website when what they really want is to have someone talk to them and walk them through their options, choices or possibilities? The solution is to design the service experience and then select, train and performance manage to that design. Call us today to explore your current design.

OUR SOLUTIONS:

Successful Customer Relationships

Syncing Up

Communication Coach

Recovery Strategies

E-Learning Tutorials

Selection Coach

Coaching for Performance

Sounds of Success

Over Promise, Over Deliver

Strategic Service Advantage

Zones of Performance

Designing the Service Experience

Customer Service Commitment Profile

Speeches and Keynote Speakers

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