The starting point of customer service failure is the failure to align service strategy with brand promise.
The moment of truth
Businesses invest millions of dollars in creating a brand. Often brand promise is not perfectly aligned with contact management strategy. Resulting in customer disillusionment and churn. In turn leading to a negative tailspin of escalating customer retention costs, pressure to acquire new customers faster than they are being lost, and shrinking bottom lines. Our consulting led approach works towards optimizing contact to enable businesses to align their contact management strategy with the brand promise. Optimizing contact results in customer experience by design at the moment of truth – the point of interaction.
"To the customer – service at the point of interaction means nothing but meeting the expectations that she has of you as a brand. Service failure at that point to her means that you have failed to meet her expectations of you as a brand and therefore she has to revise her opinion of you as a brand.
Leading from that point – the starting point of customer service failure is the failure to align service strategy with brand promise. And Customer Interaction Management is therefore a core part of the brand management process. How many organizations view it this way? This is why we at Servion call this the moment of truth – as brands live and die at this point."
All our core processes are centered around this thinking and at the heart of this approach is a consulting led methodology of diagnosis followed by design, development, deployment and optimization. Our 4DO model permeates our entire engagement cycle with our customers. This approach has helped us create a slew of copyright protected tools and techniques to understand your business needs and deliver the ideal solution.