Customer Experience Management
We excel at developing and implementing customer experience strategies to be embedded in your corporate culture and our international expertise will help you design and develop an inimitable customer experiences that will give your business a realistic, dynamic and applicable roadmap in optimising your customer satisfaction and profitability.
Customer Management Framework
Customer Management Framework is a structure for improving service performance and achieving the UK Customer Service Excellence Standards across medium-to-large scale organisations. It includes an organisation-wide operational structure for receiving and handling customer enquiries, comments and complaints feedback from customers in order to set consistent service approaches and quality standards across the organisations.
Customer Service Excellence
Building on the UK Government's Customer Service Excellence standards, Micent® tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction.
Customer Journeys and Process Optimisation
Customer Journeys are key to achieving high quality service and sustainable customer satisfaction. Customer Journeys allow businesses to identify their processes on different channels such as face to face, telephone and online as well as their relevance to customer experience. The result is a genuine opportunity to optimise these processes. Micent
® is powerfully positioned to map out your customer journeys and to compose business process blueprints through state-of-the-art opportunity assessment and optimisation techniques, providing you with substantial competitive advantage.
3DMSTM - 3 Dimensional Mystery Shopping and Benchmarking
Micent
®'s exclusive methodology is built with a modular structure to enable single or multi-channel approaches to measure your service performance with around 1000 service attributes. This methodology not only provides a detailed and objective assessment of current performance by highlighting strengths and weaknesses but also provides a robust and accurate comparison of performance changes between each practise, identifying key areas of improvement for future customer service initiatives and service improvement plans.
Call Centre Management
Call centres are increasingly becoming a key part of the Customer Service delivery and one of the most important service points where Customer Experiences are affected positively or negatively. Micent® provides its’ expertise to design and improve telephone journeys, better manage control the technical and human resources performance as well as provide industrial insights on keeping abreast of the global developments in the Call Centre Operations Management.
Customer Relationship Management Framework
With an alternative approach to standard CRM approaches, Micent®'s Relationship Management Framework focuses on people and interactions rather than systems and processes as a part of Micent®'s seamless focus on Customer Experience Management.
EMOSSTM - Emotional and Motivational Segmentation System
Recent research results in the UK indicate to a direct and strong relation between human emotions, motivation, buying behavior and customer experiences. In such a climate traditional demographic, geographic or social-cultural segmentation methods are no longer adequate to identify powerful marketing approaches. Micent
® has developed a unique methodology to understand the nature of the human identity through motivational, emotional and psychographic drivers for devising tailor-made tactics for your customers.
Service Quality Management
Realising the strong relationship between the operational management and employee effectiveness, Micent®'s service quality management tool help organisations to better understand and implement the essentials of systems and human resources management in order to maintain and sustain a high level of service quality culture across the whole of the organisation.
