Improving Customer Experience
In today's challenging marketplace, the quality of your customer's experience is the key influence on whether they buy from you or from one of your competitors and just as important it defines whether they buy from you again.
Understanding the reality of that experience is therefore critical to your success.
The Orchid Customer Experience Programme uses The APRICOT Audit, Customer Satisfaction Surveys, Mystery Shopping and Benchmarking to understand and evaluate how your contact centre is achieving its customer service objectives.
We also measure across your whole value chain to see how the end to end customer journey throughout your organisation affects the contact centre.
We will also study your entire business, produce customer lifecycle process maps and measurement points for each process.
We then analyse your key competitors' customer satisfaction standards and establish benchmarks against these.
Using this methodology we work with you to design and implement a range of customer experience measurements and benchmarks to deliver a Balanced Scorecard.
PRISM, Our Exclusive Call Centre Balanced Scorecard is an holistic model of organisational performance, providing four perspectives, each of which must be successfully managed.
Orchid's exclusive approach integrates key measures to create a call centre specific Balanced Scorecard ensuring that individual, team, and overall site performance is continually mapped to an organisation's strategic and operational objectives.
The process of developing a Balanced Scorecard between functional areas helps to ensure that the vision, strategy, and operational objectives are understood and translated into a format that is visible at each level of the organisation.
Correctly applied, the Balanced Scorecard can give managers at all levels a valuable tool for giving and receiving feedback on critical parts of the organisations key activities as well as a powerful vehicle to learn from experience.
PRISM helps translate an organisation's key strategic values and operational objectives into a comprehensive set of measures across the four quadrants that can be appraised, managed and developed.
Contact us now to see more of PRISM
Customer Experience Statistics
- Good customer service is not a privilege. It is an entitlement.
- 73% of customers will return to a supplier if they felt they received good customer service
- At least 50% of customers who complain will deal with your company again if their complaint is resolved.
- This figure is likely to be as high as 90% if the complaint is resolved quickly and without fuss.
- 60% of customers have quoted poor service as a reason for changing providers
Case Studies
Case studies recount real life business situations that present to business executives a dilemma. Our case studies put the real life scenario into the context of the factors that influence it. They also show how by working with Orchid you can have real, measurable and accountable solutions to your challenges.
Don't just take our word for it - click here to see what our clients have to say.