The interactions that drive customer experience can be broken into “defining moments”. These crucial moments can be positive, neutral, or negative. Only positive defining moments drive customer loyalty. Negative moments have devastating consequences: a single bad experience will deter 50% of customers from ever buying from you again.
Today, 67% of buyers say their standard for customer experience is higher than ever. Despite efforts to automate, people interactions still critically impact the customer experience. How do you ensure your talent exceeds expectations?
Our scalable learning journey will help you transform your customer services team to deliver an outstanding customer experience and drive customer retention.
How We Can Help
We help you improve people interactions—across roles in contact centers, technical support, field service, retail, healthcare, hospitality, and more—that have a critical impact on your customer experience.
Our scalable development solution delivers a seamless employee development experience that results in sustainable change. We drive the development of exceptional people interactions at every touch point on the customer journey efficiently and at scale by taking the following steps.
1
Starting with Korn Ferry Success Profiles™, leveraging decades of job analysis and research, we define the competencies, traits and drivers that deliver stellar customer experiences, and the behaviors that create positive defining moments to ensure customer loyalty. Then we use these profiles to measure where your CX talent excels and where they can improve.
2
To move your customer service teams toward new skillsets and mindsets you need to know where you stand. By assessing against your Success Profile, you’ll be able to see how your existing talent stacks up as well as any skills gaps.
3
We create personalized learning journeys from the results of an individual’s assessment results which not only reveals any skills gaps but also how that person best learns. Development focuses on our Service Ready development portfolio, aimed at building the skills, methodology and processes that ensure exceptional customer interactions. These integrated learning journeys combine world-class development content, a self-directed and self-paced ongoing learning path, plus coaching to drive lasting performance change.
4
Our easy-to-use platform integrates learning with personalized journeys. Enhanced by self-guided learning, this high touch, high-tech solution provides an engaging experience that integrates assessment, development and coaching together in one platform. And you’ll be encouraging a culture of learning and continuous improvement to set your CX talent and organization up for success.
What We Do
We help you improve people interactions—across roles in contact centers, technical support, field service, retail, healthcare, hospitality, and more—that have a critical impact on your customer experience.
Our scalable development solution delivers a seamless employee development experience that results in sustainable change. Efficiently and scalably drive the development of exceptional people interactions at every touch point on the customer journey.
We tie everything into one solution to drive sustainable change.
