CUSTOMER'S SATISFACTION
PERFORMANCE
PROCESS
• How to interact with customers?
• How to simplify processes to deliver a smooth experience?
• What are the tools to deliver exceptional customer service?
7 STEPS TO SUCCES
1. Analyze communication flow
2. Conduct customer support interviews
3. Focus on areas of improvement
4. Generate and evaluate ideas
5. Prototype solution
6. Get User Feedback
7. Literate customer journey
OBJECTIVES
• Optimize each contact point to ensure a consistent experience.
• Formalize claim management process.
OUR METHOD
THREE PHASES
COMMUNICATION
What contents to create in order to appeal to each customer segment?
How to increase followers counts and engagement rates?
How to convert engagement into sells?
1
DEFINE
Master best channels to communicate with your customers
Track performance metrics for
decision-making
2
ADAPT
Identify relevant data to effectively personalize your services
Reviews claims management & customer service recovery
3
INNOVATE
Create customer support videos tutorials
State customer experience as
a strategic value