A customer-centric culture requires a commitment to a continuous journey of improvement. By listening to feedback and acting on it, you will over time reach the goal of the customer’s voice being central to strategic business decisions. Typically we see successful organisations with a mature customer experience go through five stages of maturity.BigEars can expertly help set-up, support and guide organisations at all stages of the maturity model.
We work in partnership with you to implement a feedback programme that’s less cookie cutter, more bespoke. Drawing on over 15 years of experience, we’ll craft a feedback programme that truly captures your customer needs.
With BigEars you’ll gather insight, quickly! It’s important that you’re able to respond quickly too. Our award-winning solution will give you the tools you need to delight customers by closing the loop.
As feedback is collected you’ll be able to use the customer’s voice in coaching conversations. Celebrate and understand what success looks like while improving key processes and touch points along the customer journey.
CX now forms part of your continuous improvement initiatives and is consistently being refined. We can work with you to investigate and understand drivers for success or failure, identifying root causes and bringing your whole organisation on the journey to CX maturity.
Our world-leading feedback tools and methodologies help you ensure that your next strategic decision will meet your customers needs and improve their experience. We’ll help you harness the power of voice, giving the customer a seat at the table, developing customer-empathy, and driving customer-centric decision making.
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