
Offering creative, value-driven solutions that impact, enhance and drive customer experience.
Optimizing customer value and improving brand reputation.
With a vast knowledge of customer service, supply chain, sales operations, acquisitions and consolidations, Sneed Consulting Group can provide a broad perspective of methods to review and analyze customer touchpoints.
While each organization has various key performance indicators, strategies, policies and ways to extract customer feedback, often the root cause is embedded in process failures, limited continuous improvement projects, non-existent incentive compensation and training programs.
Some companies without ERP systems must focus on creative ways to utilize various software to pair with aging technology to achieve expected outcomes.
Methodology can include interviews, policy assessments, use of lean tools, snapshots of internal communications, system analysis and complaint tracking.
Customer Experience Design for long term sustainability
Interviews
Discussions with key customers, stake owners, project champions and internal staff members will illuminate common themes and key areas of opportunities.
Policy Assessment
Analysis of terms and conditions, key policy administration and execution are excellent areas to review your impact on customer touch points.
Internal Communications
Consistent messaging and proactive customer communication with an emphasis on customer satisfaction should be echoed through each customer transaction.
Complaint Tracking
Complaint tracking systems are fundamental in the quest to ascertain sources of customer dissatisfaction. This, paired with other metrics, will propel customer satisfaction.
