"If the shopper feels like it was poor service,
then it was poor service.
We are in the
customer perception business."
- Mark Perrault
Or call us on 01672 565 268
Ntouch provides consultancy on all aspects of customer experience through our head consultant Caroline Bennett. As the previous Head of Customer Service at Harrods and Jessops, Caroline prides herself on her knowledge of customer experience excellence, and since joining the Ntouch board 2 years ago, Caroline has consulted on several major projects with Weight Watchers, Twinings and Aurum (Goldsmiths, Mappin & Webb and Watches of Switzerland).
Our consultants are committed to providing you with the answers to delivering a customer experience that reflects your core business values, but first we need to confirm what those values are. Do you want to be an industry expert, an innovative leader or trend follower? Who do you aspire to be and exceed? Often our clients are willing to take their service experience to the next level but are unsure how to achieve the results. Do you fully understand how your service is perceived now and what it’s missing?
The Ntouch consultancy service will measure your company’s customer service through a series of snapshots, utilising mystery shopping and verbal and online questionnaires to provide robust statistical data and a clear measurement of customer satisfaction levels. By collecting customer feedback across all channels, be it online, in store, postal or via telephone enquires, the Ntouch consultants can map the customer journey end to end and identify the touch points that indicate whether or not a consistent approach has been implemented. Customer Service Mapping is the essential starting point for building a picture of your company from the customer’s perspective and focuses on interactions and emotional responses, thus allowing improvement gaps to be identified and proactive solutions to be presented.
Implementing the solutions to your service is just as important as identifying the initial gaps. The Ntouch consultants will provide your business with a bespoke report on your service standards and a proposal for generating the service you strive for.
Through the use of interactive workshops, seminars and focus groups, the Ntouch consultants will engage with employees across the company and use the data collected to provide recommendations for the improved communication with customers across the business. Our consultants can provide bespoke customer service training to call centre employees, store staff and managers to ensure a stream-lined service is available across all channels.
Click here to take a look at Caroline's LinkedIn account for more information about her previous consultancy roles and experience.