Customers have their own expectations. Make them the center of your organization’s thinking and acting.
Customer service provides first aid. But what happens after?
Of course, it is important to help customers back on their feet when they stumbled. Ideally, your first responders should help with a lot of empathy: then they can not only help, but also ensure the best possible customer experience, better understand customer expectations and optimize the service experience step by step (Inner Loop).
But why did all that happen in the first place? With WOCAS you learn to use service contacts as learning opportunities and avoid stumbling blocks for future customers. Often the root causes of problems do not lie in the service, but in other areas in the organization (Outer Loop).
Only mastering both sides makes you truly customer centric. WOCAS provides a solid framework for both sides to run smoothly!
Customer centricity only works when everyone is in.
You need the right methods to find out about customer expectations. Relevant departments need to connect and work together to better understand customer experiences. Only with a shared view of the customer journey, real improvements become possible.
We can help you to gain this common view of customer expectations, to connect business units, to build agile journey teams and find solutions to problems. Your organization will become a customer-centric powerhouse!