Best practice
Our best practice benchmarking range of products help you to identify and define innovative customer engagement approaches that will improve your customer relationships and your business results.
Having built a clear vision, benchmarking your operational capability against best practice (or leading competitors or trail-blazers across all industry sectors) will provide a clearer idea of your customer engagement strategy shortfalls. Using packaged benchmarking toolkits, we quickly take your team through a process of reviewing excellence and identifying improvements. You may have a fair idea of where you stand and which channels are performing for you, but we can help prioritise where you should start or suggest areas where better integration across channels should be tackled. Our benchmarking toolkit includes:
- CENTRIC: provides a rapid and structured assessment of client and competitor websites
- HOLISTIC: provides a rapid and structured assessment of your contact centre
- ONLINE: provides a rapid and structured customer-centric eMarketing assessment
- TRANSFORM: a rapid and structured customer-centric sales-force effectiveness assessment
- Customer Data Audit: provides a rapid and structured assessment of customer data management processes and effectiveness
- Business Process Audit: provides a rapid and structured assessment of customer engagement processes
- Accessibility Audit: a value-for-money assessment of website accessibility as defined by the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG)
- Knowledge: provides a rapid and structured assessment of knowledge systems and processes across the enterprise