Relationship Builder
Relationship Builder is a voice-of-your-customer mystery shopping solution that targets service and sales behaviors to strengthen frontline execution and build customer loyalty. By capturing and analyzing customer feedback at every touchpoint of your credit union or bank, Relationship Builder informs coaching of skills needed to deliver experiences that consistently meet customer and organizational expectations.
Gaps Between Frontline Employee Performance and Customer Expectations Erode Customer Loyalty, Derailing You From Your Business Goals and Objectives.
Why Relationship Builder?
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MEASURES FRONTLINE EXECUTION
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LEVERAGES REAL CUSTOMERS
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BUILDS A SERVICE & SALES EXPERIENCE
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DELIVERS PERFORMANCE DATA
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EQUIPS FRONTLINE MANAGERS
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IMPROVES SERVICE DELIVERY
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DRIVES LEARNING AND MASTERY
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BASED ON PROVEN METHODOLOGY
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ENCOURAGES SALES
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STRENGTHENS CUSTOMER LOYALTY
What Results Can You Expect?
Here are the outcomes our clients experience with RELATIONSHIP BUILDER:
- Improve Service Consistency
- Heighten Accountability for the CX
- Drive Mastery of Service and Sales Skills
- Pinpoint Areas in Need of Training
- Reward and Recognize Individual Employees
How Does Relationship Builder Work?
Our proprietary model of CX measurement is based on a proven scientific methodology. We invite your own customers to be secret shoppers. Through a variety of learning resources, we train them to be effective evaluators of actual service experiences based on your own standards of service excellence. We subject the customer feedback to a rigorous quality review process that maintains a >99% accuracy rate, ensuring the validity and credibility of your data. Scores and comments are delivered on-demand through our EXP Actionable Analytics Portal, giving you a comprehensive view of your CX-related performance at all levels. Then we work with your executives, managers, and frontline employees to improve performance through our proven Best Practices – leading to frontline employee mastery of essential service and sales skills that contribute to a best-in-class customer experience!
Take Relationship Builder to the Next Level
For all the reasons that your own customers should be providing feedback, it is also strategically important that you know how your frontline teams are engaging prospective customers when they contact you through the call center or via an online or mobile channel. That’s an altogether different perspective on the experience.
That’s why we offer our Professional Mystery Shopping solution: VoC PRO
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