The customer experience is the sum of all touch points, both formal and informal, that a customer (patient, shareholder, volunteer, etc.) has with your organization.
At Avenue ISR, we believe that great customer experiences don’t just happen…they are designed, they are managed, and they are continuously evolved.
Typically we begin a customer experience engagement by mapping the pathways by which customers interact with companies, products, brands, etc. We then find the touch points and interactions which are the biggest drivers of loyalty. This can involve a detailed ROI analysis so that clients know which interactions are producing the greatest impact, positive and negative, on bottom-line results.
We then design and implement improved experiences. Sometimes this includes physical design, or technology improvements, or employee training. Through our in-house capabilities and partnerships with leading design and training firms, Avenue ISR delivers a dramatically improved customer experience that in turn leads to long-term customer loyalty.