Client Experience

It is not a surprise when surveying customers or businesses leaderships, you will find client experience topping the list of priorities. Yet, many businesses face real challenges in meeting or exceeding their clients expectations. This is a common problem and has its underlying reasons. One major reason is that business leadership team come from different study & experience backgrounds: BA, accounting, sales, operation, marketing, technical … etc and naturally excel in their own domains which in majority of cases doesn’t have deep focus on client experience. Furthermore, the customer facing staff are usually juniors or don’t have strong experience in customer service. There are indicators to tell whether your organization has problems in achieving clients satisfaction:

• If no systematic & accurate customer-insight reporting is available (like the number of daily customer requests, issues, CSAT or the turn around time of fulfillment).

• if no or rare customer surveys are conducted.

• if no cross-functional teams are formed or an executive-level staff is appointed to look after client experience.

• if customer satisfaction score (CSAT) or turn around time (TAT) or first contact resolution (FCR) are not part of the KPI’s for the departments and the leadership team in the organization.

• if no client-experience strategy is set.

We in Experts Domain can help looking into the customer journey of your clients and help building the strategy, the KPI’s, the framework, the measurement tools and the necessary programs to uplift the client experience and exceed their expectations. We will help you to convert the service approach from reactive to proactive, utilize the technology to receive real-time customer feedback, build the guide to superior digital experience, and build the high-level client experience dashboard for you.