Despite the millions that have been spent on improving customer experiences, the majority remain less than satisfied. As technology has been brought to bear on making customer experiences more efficient and automated, it has also removed the critical human element that separates average experiences from exceptional ones.
The path forward is one that starts with the customer – the purpose driving customer experience from within a culture that is wholly focused on making the customer’s life better and more enjoyable.
We work with organisations to help them transform efficient experiences into exceptional ones that set them apart from their competitors through mapping the experience from the customer perspective, bringing your brand story alive throughout the customer designed experience and ensuring the experience reflects the promise in your marketing.
How can you improve on performance ratings that already show high levels of satisfaction and customer advocacy? The team at FleetPartners showed no complacency when they challenged us to help them take customer satisfaction to an even higher level.
Workshops were a powerful tool for engaging with a broad set of stakeholders and setting an expectation of action. The teams at FleetPartners who are directly and indirectly involved in customer service used insights from their research to generate specific actions to enhance the experience at each touch point. They also identified ways to enhance internal information-sharing to optimise the customer experience.
As a result of workshops held in 2014 FleetPartners have seen further improvements in performance with lifts in overall satisfaction, customer loyalty and Net Promoter Score in 2015.
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