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My costumers want
What do my customers want? The executives make this question more often than ever, and with good reason. Leading companies understand that they are in the business of the customer experience, and understand that the way in which an organization offers customers begins to be as important as what it offers.
MI is a leader in creating an excellence of the customer and employee experience, because they form an essential and synergetic binomial. But it takes patience and guts to enable an organization to see the world through the eyes of the customer and redesign functions to create value in a customer-centric way. The task of management begins with considering the customer – not to the Organization – in the middle of the year.
Customers want services and above all products beyond excellence, want them as they think, to long time and with the additional circumstances that weigh cognitively. In other words, within 5 minutes of connecting to the first interaction, it already makes the final decision. Remember that phrase of the 20th century where we said “the customer always has the reason”, how sound them today?
To achieve a better connection with customers, it is essential to establish several basic components of a comprehensive improvement of the customer experience.
1.- It means paying attention to the comprehensive customer experience (and many analysis) with a company from their perspective. Too many companies are focused on the individual points of contact of interaction dedicated to billing, service calls, and the like. On the other hand, a customer journey encompasses a progression of points of contact and has clearly defined a beginning and an end.
2.- Customers blame the companies of high standards of quality of the product, the service and price.
3.- A personalized roadmap; Define the perceptions of customers with courage can generate significant additional value. A tool that leads the customer experience that players display is the psychology of behavior, which is used as a layer in the design process. Leading researchers have identified the main factors in the travel experiences of customers that drive clients ‘ perceptions and satisfaction levels.
Unfortunately, strategies of niche or process, which ruled out strategies 360, do not get sustainable results. Sustainability is a work in time with the support of who can do it, MI.
- Positive impact on results with CX 12%
- Impact in reducing costs of the process with CX 25%
- If the chain is highly efficient overall satisfaction rises 60%