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Consulting on building a customer experience journey

SOI.Pro will aids businesses in evaluating service quality and consulting on developing a customer experience process from the viewpoint of experts and the reality of the organisation’s business model. The internal business will then be prepared to design a whole customer journey that includes positive experiences. Due to their positive interactions with the company, customers are given the opportunity to become brand ambassadors, which not only helps businesses get more devoted customers.

According to Microsoft’s 2017 research, 96% of consumers said that brand loyalty is heavily influenced by the customer experience. In order to build a strong basis for the service quality of the company, it is therefore important to analyse the state of their service quality internally through expert evaluation.

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Depending on the current status of service quality standards of the business, SOI.Pro will decide the “processes” of medical examination and treatment. For clients that have not yet established service quality standards, we will advise and support the development and completion of this process until completion.

Specifically, the process is as follows:

  • Understand the current service quality standards of the business (through existing regulations and discuss with relevant departments to develop a framework for enterprise service quality).Evaluation on the current service quality of the enterprise through different sources of information (customers, employees in related departments, comparison with international standards)
  • Proposing solutions to be taken to ensure reasonable, up-to-date and synchronous quality standards, promoting world-class service quality.
  • Identify the factors that create an outstanding customer experience for each specific business
  • Review/advise on building a customer experience journey
  • Propose solutions to ensure reasonable, up-to-date and synchronous quality standards, promote world-class service quality, and create excellent customer experiences.
  • Periodically re-evaluate and make timely adjustments if necessary

Benefits of service package of health check-up service quality of the business

  • Immediately detect weaknesses, issues that can cause emotional disruption of customers in the customer experience journey to adjust.
  • Update or build a solid, up-to-date, world-class customer quality framework
  • Create a competitive advantage in service quality
  • Build well-documented customer service quality processes, improve customer experience, and facilitate easier learning and job hand-over.

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SOI.ProCustomer Experience Manager
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