THE PROBLEM
A top financial consulting and audit firm in Dallas had been in business for 30 years and served a niche clientele in the McDonalds community. They needed a better way to gauge customer sentiment and had previously never considered understanding their customer experience journeys.
HOW CLOUDSKOPE HELPED
The Cloudksope Customer Experience Consulting teams mapped out the existing customer journey and engagement models that the client had in place to analyze the gaps.
The assessment included:
THE RESULTS
The CX audit provided the customer with new insignts into the recent client frustrations and identified key action items.
The final result of this highly valuable project was a better insight into customer experience, workflows, and patters of triggers for customer churn. The client retention, client perception and accounts receivables had a positive impact across the board, including the prevention of lifecycle churn.
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