As Bain & Co. discovered in a groundbreaking study two years ago, 80% of companies felt that they provide superior customer service, yet, when asked, only 8% of their customers agreed.

This disconnect largely explains why customers defect: the measures companies take to drive customer engagement may not be the ones customers consider add any value to their experience.

The fundamental problem is that companies are so often looking inside-out (from their own perspective and set of concepts and priorities) whereas they need to look outside-in (from the perspective of the customer).

One example lies in company processes. When companies create processes, all they are usually doing is trying to minimise negative experiences, rather than maximising the experience the customer is promised or expects (through the company’s marketing).

The result? Customer disengagement.

Through our unique methodology, Talent Technologies helps companies close this gap and compete to win customers’ hearts.

Doing away with complex processes and procedures, we help you create an experience that is so easy your front line can deliver it. Our approach lets you measure the real impact of your initiatives, through customer spend, stay (loyalty) and say (advocacy).

If you would like to find out more, email us here or call us and we will show how we can help you:

♦ Increase customer engagement through deliberate experience design

♦ Discover your competitors’ experience strengths and weaknesses, and target that gap

♦ Align your processes and behaviours outside-in, not inside-out

♦ Create financial measures that relate to real-world customer behaviours, letting you connect feeling to finance