Customer loyalty and guaranteed repeat business will remain an illusion if a firm cannot identify the varying customer touch points in its operations, and map out ways to transform the customer experience at each touch point.
At ANDAVOY, we understand that the three zones of customer satisfaction – Service Surprise, Service Expectation, and Service Recovery; must be viewed from the customer perspective. Our customer service transformation solution therefore seek ways to capture, analyse, and significantly improve our client’s customer experience. We identify, measure and manage pragmatic opportunities to meaningfully improve the clients customer experience. Our customer service transformation service offerings results in sharpening our clients customer service improvement and lower cost-to-serve, higher customer satisfaction, stronger customer loyalty and thus sustainable profitability for the clients.