The Power of Design | Deploy | Develop

“It is not the employer who pays the wages. He only handles the money. It is the product that pays wages” is a famous quote by Henry Ford reflecting the importance of positive customer experience for any business.

We empower businesses to leverage the power of Voice of Customer that encourage businesses to continuously meet the customer needs & requirements, enable best in class customer support and build new products and services to remain competitive.

LISTEN

LERAN

LEVERAGE

How we can be of help

we provide end to end support for establishing a customer first culture to provide the best in class service experience

3 Key Steps for Customer Experience and Engagement Management

Customer Engagement

Customer engagement is all about how business interacts with customers to build long term relationship and create a positive experience across customer life cycle. The quality of relationship impacts the feelings and thoughts of a customer about the business.

We help businesses to enhance the quality of relationship by building a robust customer segmentation process focusing on

• Customer Listening

• Customer Support

• Relationship Management

• Fair Treatment

We enable businesses to develop a omni-channel experience with an integrated Voice of Customer approach to serve and exceed customer expectations.

Complaint Management

Complaint management is one of the most important business aspect and even the most mature and best brands will occasionally receive a negative customer review based on the support and service experience provided by the business.

We help businesses to design and deploy a integrated Complaint Management System to

• Register complaints

• Promptly resolve complaints

• Avoid repeat and future complaints

• Recover customer confidence

We make businesses adopt approach of proactive performance assurance and system based empowerment to customer facing teams.

Customer Satisfaction

Customer satisfaction is a key factor in any business success as happy customers lead to increased loyalty, repeat purchases, and build positive word-of-mouth.

We conduct independent customer satisfaction survey and customer engagement study across industries and business of any size. We help businesses in identifying the right approach to measure customer satisfaction, focusing on:

• Methodology to follow (input - output based Customer Effort Score | Net promoter Score etc.)

• Determine satisfaction survey sample size

• Rating scale to consider (3 or 5 or 7 or 10 Point)

• Questionnaire to use

• Other KPIs to consider as reflection of customer satisfaction (social media engagement, repeat purchase etc.

We also promote businesses to adopt Dr. Kano Model to understand customer emotional responses to products or service features, how the same can be measured and explored for enhancing customer satisfaction, reduce dissatisfaction and enable future growth.

Get in touch

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info@utkreshta.com

+91 70110 29200