Leveraging technology to engage customers

Organisations have long emphasised the many touch points offered to their customers — the critical moments when customers interact with the organisation  on their way to purchase and beyond. But the narrow focus on maximising customer satisfaction at those crucial moments can create a distorted picture, suggesting that customers are happier with the organisation than they actually are. It also diverts attention from the bigger and more important picture: the customer’s end-to-end journey.

As company leaders dig further, they tend to unearth the core of the problem. Most customers weren’t fed up with any one phone call, retail experience, email, or web chat interaction, in fact, they didn’t much care about those singular interactions in isolation. What reduced satisfaction was something few organisations manage—cumulative experiences across multiple touch points and in multiple channels over time.

The Sixfold Business Consulting practice brings thought leadership and real-world experience to assemble the appropriate technology in order to deliver and continuously measure the effectiveness and efficiency of your customer journeys.