First our own and much-copied definition of customer experience:
Customer experience is the experience a (potential) customer has when purchasing or using an organisation's products or services. Central to customer experience are the contact moments the customer has with the organisation from which he purchases a product or service.
You can read a more detailed blog on what customer experience is here and why that starts with good customer contact read here.
Customer experience creates distinctiveness. Optimising customer experience delivers higher customer satisfaction and, if you do it right, streamlined customer-focused business processes as well. SpangenbergGroup can help you!
Streamlined processes = better customer experience The importance of a positive experience when buying products/services is obvious. Optimising the customer experience is still quite a job. Optimising customer experience starts by mapping out how customers currently experience "being a customer". We do this by various means of research and analysis. We compare the results to what a 9+ customer experience would be. With that as a starting point, you can start optimising business processes and align them ever further with customer needs. Optimising the customer experience thus becomes fun and you can get results quickly. At least we like it and we are pretty good at it.
With over 25 years of experience in optimising customer service organisations, we can help with customer experience optimisation. What are your customers up against and what bottlenecks can you tackle to improve the customer experience. Not only can we map that out for you, but we can also help you solve those bottlenecks. Our business consultants support you in mapping business processes and solving bottlenecks. With a fresh perspective and a lot of experience, they often see things slightly differently. Combined with various forms of research (customer feedback, KTO etc), we can not only improve but also measure results in terms of customer satisfaction. That makes us different.
SpangenbergGroup has been the customer service specialist for more than 25 years. But why ask us to help you optimise your customer experience?
We offer a unique combination of services to our clients. On the one hand, we provide complete unburdening in terms of customer service, while on the other hand, we actively contribute to the continuous improvement of services to your customers.
In addition to managing our own customer service organisation, we also support with customer service optimisation projects. With these projects we focus on improving customer service and related departments. This is what makes us truly unique. Not only do we provide customer service, but we keep improving it constantly!
Do you have questions about customer experience? Want to optimise your customer experience but don't know where to start? Get in touch and challenge us. We'd love to take a look with you. You can call us on 085-8884661 or use this form.
Sometimes it's useful to have someone to take a look with you, someone with years of experience who takes a fresh look at your customer service. SpangenbergGroep's Customer Service QuickScan gives you insight into how your customer service is functioning and where you can start optimising it.
We analyse the main themes and bottlenecks within each customer service area, as well as specific themes related to your business. The aim of the QuickScan is to identify the gap between the desired situation and the current situation. After mapping, we provide advice on the steps to be taken to achieve the desired situation
SpangenbergGroup.nl
Specialists in customer contact
Randwycksingel 20 (C03)
6229 EE Maastricht
T: +31 (0) 85 8884661
Info@spangenbergGroep.nl
Wondering if we can help you with just good customer contact? Also your outsource customer service? Take contact with us!
