An effective customer experience management (CEM) program combines operational data and customer feedback from various sources, transforms it into meaningful insights, and provides teams across the organization with the tools they need to action problems instantly.
Intouch combines its enterprise-class technology and services to provide businesses with a 360° view into their operational performance and areas in need of focus, so they can provide superior customer experiences.
To form a complete customer perspective and understanding of operational performance across your locations, we recommend using multiple measurement channels. Collect customer feedback through mystery shopping and customer surveys to learn about your customer experience and where brand loyalty is gained or lost, measure specific details about onsite procedures and compliance through third-party audits, and gain insights into daily performance while keeping teams focused on brand standards with mobile audit and checklist software.
The IntouchIntelligence reporting platform brings data from your mystery shopping, audits, and customer surveys together in one place and is accessible with a single sign-on. Everyone in your organization – from the front-line to the c-suite – can view customized, location or role-based dashboards with insights that are meaningful to them. Visual analytics make it easy for these decision-makers to absorb information, view opportunities or problems, and quickly take action.
Intouch gives your teams the tools to act more effectively on customer experience insights. Create and assign detailed action plans for specific customer or operational problems to ensure all the necessary steps are taken to resolve the problem. Action plans can be completed on any mobile device and verified using geocoded photos and signatures.
"As we continue to work to deliver more than customers expect, Kum & Go is anticipating the valuable insights Intouch will provide to our organization in 2017. With their proven track record and years of experience, we’re looking forward to a rewarding relationship this year."
“I reached out to Intouch when having concerns with the cleanliness, food quality and the service of my restaurants. Intouch had more answers than I did questions. My staff loves seeing the reports and gets very excited as they wait for the next one to come out. Intouch has helped me build a phenomenal team that I am VERY proud of!”
“The data we gathered was very important in targeting improvements within our chain. We have since brought forth a number of changes to enhance and improve our loyalty program for our owners. I would recommend Intouch to any retail business that is passionate about measuring customer service and making system improvements.”