• 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

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