
Customer Experience Solutions
SOLUTIONS
BASS HARBOR GROUP'S SERVICES
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Customer Surveys: Net Promoter Score (NPS); Customer Satisfaction (CSAT); Voice of Customer (VoC); Customer Effort (CE)
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Customer Journey Mapping (value stream mapping) utilizing customer survey responses. Identify opportunities to enhance the customer experience and increase revenue and profit
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Evaluate customer service processes and documents to increase customer satisfaction, drive efficiency and reduce cost
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Review service products, pricing and promotion for maximum revenue and profit potential
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Service sales channel optimization for maximum revenue generation
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Engagement and retention of key customer service talent
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Customer service experience action plan and KPI dashboard creation to maximize service revenue and profit
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Monitor and adjust action plan for continuous improvement