The customer begins to form a perception of the customer experience from the very first contact with your company
You may well have created a really positive first impression - but what happens next?
What sort of experience will your new client receive after the sale is made?
Consistent delivery is key to ensuring that the customer knows that your organisation is committed to meeting their needs each and every time that they have contact with you.
Failing to deliver after that first favourable impression will make your customers think that you 'take their money and run'. It is a common frustration that we see in the many assessments that we run and is reflected in the 'Loyalty' scores in our assessments.
Our top scoring companies seem to deal extremely well with consistency of experience. Other companies need to take up the challenge of delivering a consistent customer experience across all the critical touch points that apply in the business.
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