Being Smart: The Road to Improving the Customer Experience while Increasing Efficiency
Aware of the increasing importance of delivering an optimal service experience, Logitech took an inward look at its customer care strategy and identified two challenges: service consistency and increased support costs not directly linked to an improved customer experience. So, the company found a partner to simplify and standardize service, embed customer feedback processes into decision making at all levels, and create a system to mobilize brand promoters. “Being Smart: The Road to Improving the Customer Experience while Increasing Efficiency” is the story of Logitech’s success. Hear directly from Logitech’s leaders as they explain how the company:
- Focused on customer-centric best practices and made customer experience a priority
- Increased Logitech’s Net Promoter Score™ by 70 percent
- Decreased the average customer call handling times by up to 25 percent in some regions
Bain & Company, and Fred Reichheld.
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