Customer Experience Management Solutions and Consultants

The Challenge

The global computer hardware manufacturer operates over 20,000 sales, customer care, and technical support agents across North America, Central America, Philippines, India, Japan, Australia and EMEA.

Their customer service reputation and customer satisfaction rating as measured by the American Customer satisfaction Index (ACSI) had been declining.  However this decline was not evident in their own quality scores and customer satisfaction survey results Their challenge was to arrest the decline in external scores and to improve customer satisfaction for two newly launched premium priced products.

The Challenge

This organisation's biggest problem was their reputation.  There was a strong perception that the company didn't take customer feedback seriously.  After having internalised trends in customer loyalty versus its older competitors such as AOL and its newer competitors such as Yahoo and Google, this organisation decided that it needed to improve its ability to gather and apply the Voice of its Customers to improve its products and support processes.