MANAGEMENT CONSULTING & PROFESSIONAL SERVICES
CUSTOMER EXPERIENCE MANAGEMENT & SERVICE EXCELLENCE
measure, benchmark and enable your organisation surpass global customer experience management (CEM) & service excellence levels, by adopting best in class CSAT measurement, operational practices (& technologies tools), for succeeding & growing in today's fast evolving world - where smooth, friction less customer experience is critical.
Besides customer journey mapping, we do comprehensive end to end, third party customer satisfaction, experience & loyalty measurement, collate & analyse valuable customer feedback, review your operating framework , so you get an independent "outside in" customer centric "design thinking" view of your operating framework, diagnose opportunity areas & recommend specific improvements( in your operating structure, processes, measures, KPIs & technology solutions) to help you win. Our solutions, and measurement led diagnostics & improvements are usually cross functional & sector agnostic, covering all customer contact channels, including digital.
SOME OF our EXECUTION STRENGTHS in CX improvement
satisfaction measurement (B2B and B2C), benchmarking, leveraging inter alia the Csat measurement framework from American Customer Satisfaction Index(ACSI) Michigan, US
develop & implement B2B & B2C voice of client & csat programs & customer feedback surveys
customer experience & service enhancement
develop & implement mystery shopping programs
creating a customer centric culture that works
benchmark, implement & global certification on TISSE 2012 CSAT standard from The International Customer Services Institute, UK & Dubai(TICSI)
customer attrition reduction
customer journey mapping; implementing design thinking
organization & operations re-design, enhancement for CX
performance improvement, metrics, processes & measures.
analyse & interpret customer feedback data to generate actionable insights & diagnostics, to help you win, grow & improve products & processes across all channels(including digital) & all stages of customer experience journey.
customer service training
Digital customer engagement, fulfillment, support & service
The International Customer Service Institute,UK, Dubai & SINGAPORE(ticsi)
Hexagon Consulting's customer service excellence & customer experience management practice leverages a globally accredited bench-marking/certification framework TISSE 2012 from the International Customer Services Institute, UK, DUBAI & SINGAPORE (TICSI).
TISSE helps organisations develop and enhance its capability to delight customers consistently - a lead indicator for any organisation's success today!
The International Standard for Service Excellence (TISSE2012) is the rebranded and updated version of TICSS2010. It remains the most comprehensive global standard specific for service excellence.
TISSE 2012 promotes a flexible yet measurable customer focused approach based on this 5Ps Service Quality Model to implementing all the elements that make up the delivery of excellent customer service.
Online Site Assessment
The Online Site Assessment against the full TISSE2012 Standard enables organisations to easily review their overall customer service performance levels and identify areas for improvement.
This is a unique and internationally accredited suite of customer service focused e-learning programmes. The user-centric courses are free and delivered through a range of multimedia channels.