Your organization has purchased the latest IVR technology, trained your agents, managed their metrics and communicated your goals. So, what happened to customer churn? Everything you have done should result in keeping the customers that you have. The latest research tells us that you need to unlock the power of your service offering. Propulo Consulting has the solution you need.
customer experience (CX) execution
Your people are the first and last chance you satisfy your customers. But training and providing the best customer service doesn't guarantee your customers are loyal. It often comes down to customer effort. In effect, are you easy-to-do-business-with? Would your customers agree? We have worked with large and small clients to ensure your customers are likely to recommend your company to their network. Did we mention it can be delivered for lower costs?
Outside In assessment: Our team will evaluate your organization from the customer's perspective while providing ideas for improving where the customer likely is feeling the most pain.
Customer Journey mapping: We follow the customer's path as they navigate through your company. Our map will demonstrate customer touch points and analysis of likely customer effort areas.
Value Proposition modelling: Propulo's team will help you assess if your value proposition matches your customer's needs while identifying their pain and gain while interacting with your processes.
Customer Effort training: Custom designed employee training is available where we help your team unlock their discretionary effort and understand what their customer really wants.