Engage to Influence
Before you can influence any customer you must first engage them, this is where many customer journeys go wrong
We help our clients to improve customer experience while reducing effort and overall cost of contact at the same time. We do this by applying our methodology in practical ways which enables you to achieve significant results and quick return on investment just like the examples below
from phone to SMS in a loyalty scheme sign up journey
on an insurance sales & marketing line
via channel shift to online process for compensation claims for a travel firm
for major examinations board
Win-win sees life as a cooperative arena, not a competitive one. Win-win is a frame of mind and heart that constantly seeks mutual benefit in all human interactions. Win-win means agreements or solutions are mutually beneficial and satisfying. We both get to eat the pie, and it tastes pretty darn good!
Steven Covey. 7 Habits of Highly Effective People
Why do people still want to call you on the phone?
Emotions generated in a journey have a big impact
on the outcome of the interaction
‘87% of customers are more likely to buy from you again and recommend you if they feel delighted after interacting with you’
Temkin group consumer benchmark survey 2016
The commercial impact of emotions in customer journeys and interactions
The Customer Touch Point design methodology will help you generate positive emotions in your customer journeys. Our designs engage customers quickly and this in turn enables you to influence the outcome the interaction
We design journeys for IVR, Chat, SMS, Social Media and Web.
No matter what the channel, customers interact with the words you use and the way you use them not with the supporting technology.
Our design methodology helps you maximise your ROI on technology by engaging customers quickly and influencing their behaviour in a way that improves the experience for them and reduces cost for you
Examples of where small changes can make a big difference
‘We monitor and record our calls for your protection’
‘We record our calls to help us improve what we do’
‘Did you know you can find lots of information on our website …’
‘It’s usually quicker to do this online. We’ve just sent you an SMS with a link to the page you need, why not try it now while you’re waiting and see if you can beat us to it?’
Free Customer Journey Review
Your journey – our experience
If there’s a problem you’d like to fix, or a goal you’d like to achieve within your customer journeys – let us know.
We’ll provide you with a full report that highlights what’s working well, suggested areas of improvement, and show how you can cut costs whilst improving experience and reducing customer effort.
Channels we are able to review and recommend on are:
- Social Media
- Web and other digital channels
Best of all, it’s completely free.
To get your free customer journey review, please fill in the form. Remember to include the phone number, web address and or social channels you’d like us to review, and a bit about who your customers are, and what this customer journey is designed for.
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