Customer Experience (CX) Snapshot

Available from The Taylor Reach Group Inc.

Customers are valuable assets. They are the reason we are in business. The ultimate goal is to present value in the propositions (good or services) you are offering that correlates directly to their beliefs and principles. Therefore, the best tool you can utilize in building stronger foundations for your customer relationships is taking the time to understand their needs, their wants and the values they seek.

There are three initial dimensions to address when analyzing your company’s interactions that have an impact on the customer experience: Emotional Connection, Rational Connection and Customer Effort. The Customer Experience (CX) Snapshot is a step by step process that allows us to sample your customer’s journey and understand the impressions and connections being created.

Identification and Development:
Through developing ‘real world’ live call scenarios, The Taylor Reach Group is able to experience the journey, recognizing how and when the initial relationships are created. We examine your processes and call flows with a view to the effort, patience and persistence required by the customer to reach resolution for their inquiries.

Results:
Through analyzing our interactions in correlation with TRG’s property matrix of over 30 variables to cross reference and compare, we are able to provide a report that addresses and utilizes the 3 main dimensions vital for a successful customer relationship.

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