‘The Voice of the Customer’ has become an oft-used catch phrase in the service industry. Yet research shows that organisations and their customers still have a very different perception of their customer service delivered.
In a world where competition is growing exponentially and customer retention often determines the survival of the organisation, it is essential for organisations to deploy a comprehensive Customer Experience (CEM) programme. A good CEM programme not only gathers insight into the customer’s expectations and perceived experience (across multiple communication channels) but also integrates with internal business intelligence information to indicate where and how the organisation can serve the customer better.
CSE offers survey tools that are highly integrated into our Quality Management products to ensure the customer’s view is matched to internal views. We also offer standalone survey tools with the opportunity to integrate them into your existing business intelligence systems. We complement these offerings with many years of service industry experience to set up effective CEM programmes.