Customer Experience Management (CEM)

As part of House of Minds, Servicemind follows the management philosophy Customer Experience Management. This means that we identify, assess and advise on all points of contact your company has before, during and after the moment of truth with the customer. We do this because all contact points will influence the way your customers experience and evaluate your company. If you must ensure that your company does not lose on one contact point, what it has won on another, then you have to be aware of and make it clear what the customer should experience at all contact points - both emotionally and rationally - and closely follow up with continuous assessments. Company contact points today cover everything from chat, email and telephone to personal client meetings, social networking sites, consumer sites, etc.

Our sister company Telemind, has expert knowledge of chat, email and phone contact points, while Servicemind focuses on the customer's physical encounter with your shops and employees.

Strategic customer satisfaction and loyalty surveys

This is done on a strategic level with in-depth customer satisfaction and loyalty surveys that identify the factors that have the greatest influence on customer willingness to spend more at your business, come again and recommend you to others.

Tactical and operational quality surveys

On a tactical and operational level, we help you to ensure that the expectations you have for the customer are also met when the customer meets you at the moment of truth. Here we look at the following 3 elements:

- Employee behavior (Mystery shopping)

- The shop's appearance (Sales Ready Shop)

- The implementation of campaigns (Campaign Check)

Common for all assessments is that any identified gaps between vision and customer experience, are followed up with advice, training and development from the process consultants affiliated with Servicemind, who have experience with and the tools to ensure that as a business, you improve from assessment to assessment. We call this Fact Based Development (Faktabaseret Udvikling™).