Incidence Monitoring

"I´m a man of simple tastes.
I´m always satisfied with the best."
Oscar Wilde
 

The customer is king! Make the crown shine!

The quality of services is like a jigsaw puzzle made up of many service factors which results in satisfied customers if all elements of the puzzle match. What makes matters even more complicated is that, besides the presence of many factors, service quality generally results from interactions between provider and customer which are offered and evaluated anew in every exchange. For this reason, continuously high service quality is very relevant, because otherwise any gaps between customer expectation and customer perception can result in grave problems affecting the customer relationship.

Now, how can you eliminate such problems, or, even better, prevent them in the first place? How can you make sure that your call centre, your complaints management, or your customer service department are immune to them?

The basis must be provided by a comprehensive analysis of the current situation, which optimally combines the subjective customer view with the objective internal view. Starting from this analysis, objectives can be defined for the individual company units and subsequently measures for optimising service quality can be specified. But the support provided by marketmind does not end at this point, because it is frequently the implementation of measures and particularly the regular evaluation of achievement of objectives which is crucial for success. 
 

In order to crown this process of continuous improvement, we strive to identify and to utilise additional potentials for cost reduction by means of optimising processes.