Expertise

  • Customer Insight
  • customer experience research
  • IVR Real Time Feedback
  • Operational Excellence
  • Brand Development
  • Contact Centres
  • performance improvemenrt
  • Complaint Handling
  • Retention
  • Culture Change

Summary

Business is increasingly focused on using customer feedback to improve customer experience. In pursuing this strategy companies have looked for a simple metric that can be deployed across the whole organisation. Net Promoter Score, Customer Effort and Customer Satisfaction all have their advocates who champion each metric in papers, publications and online. We believe this widespread debate has given rise to an excessive focus (often at board level) on the number itself with too little attention paid to what lies behind the number (the reasons why the number is high or low, goes up or down). Our focus is continually on how to support our clients in generating maximum return on investment from the feedback process in applications such as:


 using customer feedback to support agent performance management;
 using key metrics to map and improve the customer journey process;
 using real-time feedback as the basis for effective customer recovery programmes to improve
brand advocacy and reduce complaints;
 fulfilling regulatory and compliance obligations by demonstrating fair treatment of the
customer
 informing and managing brand management programmes based around a differentiated customer service proposition.



Experience

  • ServiceTick Limited

    National Sales Director
    - Current
    ServiceTick Limited

Email Russell

Popular Information Service Providers in Lancashire

Paul Miller The Inspection Manager Information Service Provider

Mobile Data Capture TIM - The Inspection Manager is the complete mobile surveying and reporting application developed specifically to improve the productivity and efficiency of teams working…

  • 7 postings
Allan Smith B2B IT LTD Information Service Provider

I provide business critical services to SME's throughout the UK, including leading edge IT Support, Communications Services, Networking, iCloud Backup and Web Design. My personal philosophy is to…

  • 4 postings
Ian Andrew Red Door IT Information Service Provider

I have many years experience of creating full IT solutions and GoldMine CRM solutions for small and medium sized businesses. At Red Door IT we can provide full solutions to include IT consultancy,…

  • 3 postings

Find the right professionals in Lancashire

View The Full Index

Search By:

Submit your Enquiry here

Enquiry Details

Contact Details