Results of the mini-survey - PowerPoint PPT Presentation

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Results of the mini-survey

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  1. Results of themini-survey Total respondents: 35

  2. Customers can contact us through any channel

  3. We summarize what has been said and send it to our customers after a conversation

  4. We do mystery shopping to score ourselves in customer experience

  5. A restriction to the amount of campaigns is set up to avoid over contacting customers

  6. Customer knowledge is being used in real-time on our website and/or in our contact center

  7. We know the customer’s expectations before entering a conversation

  8. A social media monitoring tool is used to listen to what is being said about us

  9. We measure customer’s experiences based on well defined and known metrics

  10. We reduce complexity for our customers by tailored offers and recommendations

  11. We have a 360° view of our customers by integrating online and offline data

  12. We are delivering a consistent experience across different touch points and channels

  13. If you have any further questions, please contact: Bram.claes@sbx.sas.com