Customer Experience Management
Loyal customers are more profitable. The research – and common sense – show this. Positive experiences creates the loyalty, and those experiences start with well designed products and service. Then continually improving them, leveraging feedback collected.
That’s the essence of customer experience management.
Great Brook helps clients collect feedback through its Survey Training & Survey Consulting, but we go beyond that. We evaluate your feedback processes and help build critical programs to deliver effective customer experiences.
Service Recovery Programs save at-risk customers, identified through transactional surveys or other feedback programs. Such programs are not ad-hoc activities, but should be thoughtfully designed considering your customer base.