MODEL is a process to grow your business with existing customers and attract prospects through seamless integration.
The system consists of five components.
Move over each to learn more.
Measure establishes the starting point and helps identify priorities and downstream service decisions that detail how the company will engage differently with customers.
In Organize, clients begin their planning to increase
customer alignment. Companies use sales analysis and customer insights from our Experience Monitors to identify priorities for improving service delivery.
Design translates priorities into action. We use our design tools to help clients create, develop and test
improved ways of delivering enhanced customer experience.
Engage's focus is on implementing redesigned service across all customer touch points to achieve better alignment. We call this “changing the conversation” with customers.
Listen is an ongoing process of review. An internal review between account reps and their managers, and a review with customers to discuss their
experiences and potential performance concerns.
Learn about each step in depth here.