Solutions

Customer Experience Design Graph

Analyse:
By focusing on your customers' perspective, we help you gain insight into their perception of your business
and the service characteristics that drive customer satisfaction. This analysis can consist of:

Customer requirement scan
Service organisation audit
Measurement of customer contact quality through mystery shopping
Customer satisfaction analysis
Customer profitability and loyalty audit
Mystery test

Redesign:
Aligning your company's business to these satisfaction drivers enables you to define an optimal Service Concept that will differentiate the 'service benefit package' for your various market segments and the strategies employed to achieve them. Translating the Service Concept into a practical solution will not only positively affect your customer processesbut also other aspects of your organisation (such as personnel, administration, ICT, etc.).

Projects can thus include:

Optimisation of communication channels
Design of a customer satisfaction framework
Back office process (re-)design

Implement:
In addition, MÖBIUS assists you in implementing such improvement initiatives as:

Multi-channel strategy
Customer satisfaction framework
Customer-driven (back office) processes
We continually monitor results during implementation so you always