. customer experience strategy & support
Capture sentiment - every channel. every second.
Reputations can be built or broken in one interaction. Using the right tools and analytics to understand customer sentiment before, during, and after their experience can help you identify and address critical organizational touchpoints—including service, wait times, and product quality. Get a rich, 360° view of your customers and keep them happy and loyal for life.
- Start-to-finish evaluation and assessment of customer journeys
- Analysis of critical touchpoints, including comparisons to industry standards and customer expectations
- Voice-of-the-customer/customer experience (CX) program guidance, including program governance, analytics, and strategy evaluation
- Comprehensive vendor selection assistance and guidance
- Customer journey design and mapping for multi-property alignment, new property openings, and acquisitions
- Operational customer experience program management and oversight, including closed-loop response, maintenance, and executive reporting
- Technical resources and expertise, including on-going program enhancements and initial program implementation
LET'S GET TO WORK