In a digital world how easy you are to do business with used to be differentiator, now it is a matter of business life or death!
Customer expectations for a joined up experience across all channels is increasingly driven by best in class retail and leisure providers who provide great omichannel experiences. If things get hard customers leave and understanding who is being forced to channel switch is key to making your business a really easy company to work with. Our tools expose the precise friction points in your customer journeys and the impact the pain points have on customer experience and loyalty. Optimising your customer journeys will improve customer experience, remove unwanted failure demand and make it easier for your front line staff to provide a service they are proud of. We identify the high effort pain points, quantify the impact on customer experience, cost to serve and provide a roadmap for optimisation.