Customer Satisfaction, Commitment and Loyalty
The ability of a company to deliver consistently superior customer service is one of the few remaining ways to differentiate a company from its competitors.
instinct and reason recognizes that there are a number of distinct reasons for measuring the performance surrounding customer service and the satisfaction or dissatisfaction generated. These centre around the need to continuously improve existing service delivery, and also the need to instigate change in the way service is structured and delivered.
The former includes benchmarking for continuous improvement and to monitor customer service for input into internally established Key Performance Indices (KPIs). The latter is for the purposes of service strategy development within the context of the wider Buyer Value environment. This covers the need to meet changing expectations, often driven by changes in the competitors offer.
instinct and reason offers a suite of approaches, under our Service Maximiser product, covering all of these circumstances.
These approaches make use of the most advanced techniques that even provide the ability to generate ‘what if’ scenarios when deciding to invest time and money in improving or re-engineering internal service processes.
Service Maximiser provides…
- An understanding of which service attributes to concentrate on
- An understanding of the customers’ expectation of service
- An understanding of the impact of service improvements on the bottom line (i.e. Share, revenue and/or profits); and
- An actionable segmentation based on customer service expectation
Our expertise ranges many industries, both business to business, consumer and public sector government organisations.
