Dynamic markets, shifting customer needs and competitive pressures have all dramatically increased the need to optimally deliver at each and every touchpoint in order to remain top of mind amongst consumers.
Attaining a competitive advantage within specific interactions with your customers is done in one of two ways:
Harris/Decima Touchpoint Experience research provides a clear indication of what your customers want and need from your organization, specific to any particular interaction, and will help you map your service delivery processes to optimize performance.
By revealing the trade-off between different interaction components, you will see what your customers expect and how to meet or exceed those expectations. We will ensure that the questions being asked are the ones that will directly lead to your business improvement: