With customer loyalty comes the 4 R’s: Revenue, Referrals, Repeat Business, and Reputation.
The interactions that drive the customer experience can be broken into “defining moments,” or every interaction where a customer has the chance to judge how well an organization has met their expectations. These crucial moments can be positive, neutral, or negative, but only positive defining moments drive customer loyalty—and they are fewer and farther between now than ever before. 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 single bad experience.
To transform your customer experience and make every touchpoint a positive defining moment, you need talent with the right skills.
How do you ensure your CX team exceeds buyer expectations and increases customer retention and revenue attainment?
We help you improve the person-to-person interactions—across roles in contact centers, technical support, field service, retail, healthcare, hospitality, and more—that have a critical impact on your customer experience strategy. Our best-in-class solution drives the adoption of skills, competencies, and tools that ensure exceptional interactions at every touchpoint along the customer journey.
Upgrading your team’s capability takes more than traditional training. Our holistic approach ensures that you can execute methodology and process changes 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. As a result, your organization can diagnose and close service skills gaps to transform their talent and overall service team effectiveness.