CONTACT AND CHANNEL OPTIMIZATION STRATEGIES

Did you know that one bad experience can send your customers directly into the hands of your competitors?  Not to mention they will text, tweet and Facebook about it to their social media world of friends!

Clients often come to us because they are struggling with one or more of the following common customer engagement dilemmas:

  • They don’t have a customer engagement strategy.
  • They don’t know what their customers really experience when transacting with their company…although they think they do.
  • Their customer experience is inconsistent across channels.
  • They don't know how their customer experience stacks up against their competitors...although they think they do.
  • They don't know what is being said about their company across social media channels and the impact it is having on their brand.

Within our Contact and Channel Optimization Practice, CCI puts our wealth of experience in contact center, voice and data technology, process mapping and database marketing to work for you in the creation of a multi-channel strategy that yields higher revenues, lower costs and a superior customer experience.

Customer Experience Measurement and Benchmarking

  • We follow your customers through their current experience.
  • We gauge their level of satisfaction as they interact with a sales or service agent or system relative to other customers in similar environments.
  • We benchmark how their experience compares to a similar interaction with your competitors.

Customer Experience Mapping

  • We develop visual maps of the customer experience showing from beginning- to-end the path and events they follow.
  • We uncover the people, processes and systems that support the experience and we examine the relative impact on the customer from a longer-term customer engagement perspective.

Gap Analysis and Objective Setting

  • We identify where you have gaps in what you promise versus what you do.
  • We help you realign your brand image and messaging with your ability to execute or vice versa.
  • We assist you through the process improvement and change management required to “walk the walk” and “talk the talk”.
  • We create an ROI strategy that covers time to market, budget, and resources needed for each project, in order of priority.

Call us today at (812) 623-8778!