I enable firms to improve #CustomerExperience & grow #CustomerLoyalty. See summary for more info on how I can help you
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Scott is an enabler, using his #Research skills & tools, combining with his #CustomerService experience and #Complaints knowledge to help client understand the quality of #CustomerExperience delivered, how this emotionally impacts customers and influences their future behaviour - and, possibly more importantly, what customer expectations are where opportunity for improvement lies in order to meet / exceed these expectations.
He uses Qualitative and Quantitative research techniques to explore, understand and map Customer Journeys during service interactions, then statistical analysis to establish what positively (and negatively) impacts the Customer Experience.
Scott is a firm believer ...
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