'Everything starts with the customer'
The new paradigm of service aims to enhance the total customer experience, involving all the customer touchpoints which are the ‘moments of truth’ in any transaction within the organisation. These ‘moments of truth’ can be positive or negative, and can enhance or break a customer’s trust in the organisation.
At DSI Academy, we help your organization to create an emotionally engaging customer experience that drives values, reduces costs and builds competitive advantages through the:
- conduct of customer experience audits and research (e.g. surveys, mystery audits, focus groups, face-to-face interviews)
- mapping of the customer experience journey
- development of customer experience values, strategies, intents, blueprints, standards and measures
- redesigning of customer-focused processes
If you would like to enhance your organization’s customer experience, please contact us.