Edition 23

Measuring customer experience

26th May 2010 By TeleFaction A/S no comments

The CEO of TeleFaction discusses how you can measure the customer experience effectively to produce true levels of satisfaction.

By measuring the customer experience, it can help you increase new business, implement better customer journeys, impact your cross sales techniques and reduce churn throughout your customer base.

Presentation:

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About the author: TeleFaction A/S

TeleFaction is an international privately owned, Danish company founded in 2002. We deliver Return on Behavior®, a patented concept that helps large organizations drive growth and increase profitability through improved customer loyalty. Our clients believe that the process of becoming customer-centered starts from acknowledging that their performance for service can always get better.


Our team of experts within Customer Experience Management produce surveys, gather and analyze data on your customers’ level of satisfaction at all contact points. These measurements are used to understand the clients´ needs in order for you to create positive customer service that guarantees retention. As a result, you also increase employee engagement, sales efficiency and improve your product and services. This is because, at TeleFaction, we know that the bottom line of any effective customer service strategy is the maintenance of a constant corporate message that managers, employees, and customers understand and trust.


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