Improving sales, customer experience and handling costs across digital and personal channels
Efficiency in all businesses with a large volume of customer interactions, regardless of BtB or BtC, is based on the logic, that adjusting minor details in each short contact leads to major impact when you multiply with the high volume. Dissatisfaction, both from customer expressing their experiences and from the customers that quietly leave their suppliers, have great impact on overall results and planned growth.
On that logic designing an optimal customer experience requires some key structures, competences, and tools to succeed:
Concrete valid insights in the many interactions with the customers – both via personal and digital channels – for the use of optimizing your business offerings in general and the customer experience itself.
Concrete and valid insights from the non-buying customers, non-buying markets and lost customers.
Complete overview, structure and searchability of knowledge.
Processes and technology in place to track the customer journey and offer the right service at the right channel at the right timing.
Service and communication competences of employees involved.
A deep understanding of the ever-important company culture, and management of that culture.
At Zillion we are experienced in the analysis and implementation in this field. Together with partners we provide best in practise technology build into best practise methods.
Consultancy and technology within customer-oriented AI and Analytics.
Consultancy and technology within knowledge management.
Consultancy and technology within dynamic multi-channel customer engagement.
Consultancy on managing innovation on offerings, services and approach.
Consultancy and technology within systematic training and development of competences.
Consultancy within developing and managing the desired company culture.