Your Questions
The customer experience is an important differentiator in many industries, especially those that are selling commoditized products or services. Advances in technology and the globalization of many industries has further heightened customer expectations. But too often, an organization’s misconceptions about what customers truly value lead to misguided short-sighted efforts that can waste valuable resources. To better focus their efforts, companies must answer key questions such as:
- What aspects of the service experience drive customer satisfaction the most?
- Which specific customer interactions lead to attrition, advocacy, and higher conversion?
- When should we focus on service instead of product, price, or promotion?
- Will our service improvement solutions have the impact we need them to?
Halverson Group Competencies
The customer experience is the summation of customer interactions within a company across all channels, services, and employees spanning the customer life cycle. A customer’s experience must align with expectations to generate satisfaction. Our goal is to help our clients exceed those expectations to create a sustainable competitive advantage that leads to improved profits.
Our key client service areas include:
- Identifying Critical Touch Points. Halverson Group’s Video + Audio Analytic approach identifies the customer interactions, or “touch points with the company,” that drive retention, visit satisfaction, advocacy, and sales conversion. By teasing out the critical behaviors and interfaces with customers, we help optimize the spend on efforts to enhance service excellence.
- Optimizing Operations. We use data and facts to help reconfigure systems, processes, staffing and organizational structure in support of our clients’ service strategy. To ensure that changes are sustained, we clearly articulate requirements for training, incentives and rewards, and metrics to assess progress toward operational goals.
- Evaluating Solutions. Service solutions should be consistent with the overall value proposition, and strike the right balance across the offer, execution, and tone. We help our clients articulate their innovation goals and targets, and use real world experiments to ensure that “innovations” are having the desired impact, and that they are not producing unintended consequences.
Halverson Group’s experts can deliver significant improvements to service and retail operations that will cut costs, boost revenue, and improve customer retention.
