Customers are interviewed immediately after making a purchase or after using a company's services. [Learn More...]

Customer Satisfaction
Customers are surveyed to assess their satisfaction with products and services and their loyalty to the company.

Employee Competency and Engagement Audits
Employees are surveyed to assess their sense of connection to the organization, and their commitment to providing high quality customer service. Employees are to offer suggestions on matters related to strategy on how to improve process, elevating their sense of ownership and comprehension of the company strategy.

Organization Culture Audit
Employees are surveyed to assess the company's commitment to customer service through its structure and through the resources it makes available to employees and customers.

Competitor Service Assessment
SEC tools provide a comparison of client operations to their main competitors. This program can focus on local, regional, national or international competitors.

SEC's Customer Experience Optimization Solutions are modeled after the methods outlined by Kaplan and Norton in "The Balanced Scorecard: Measures That Drive Performance: Harvard Business Review, January-February 1992. In pursuing these principles we have enabled our clients and their employees to continuously monitor their progress and keep focused on what really achieves desired results. The Scorecard is driven by cause and effect indicators, which are designed to link strategic goals and bottom line performance.

These important metrics help an entire organization align strategy, vision and mission to enhance the customer experience.

For a specific quote on obtaining Customer Experience Optimization (CEO) Solutions for your company, please click here .