Managing Customer Experience
We help organisations focus on the most critical elements of their customer interactions to increase satisfaction and commitment.
What is Customer Experience?
Customer experience is the perception customers form based on every interaction they have with your business. Each interaction is a critical “moment of truth” — from pre-purchase enquiries and the buying process to post-purchase support and complaint handling. How well these moments are managed affects customer satisfaction, loyalty, and ultimately, retention and revenue.
How We Help Strengthen Relationships
We analyse customer interactions to identify which elements matter most from the customer’s perspective. By combining this insight with key indicators — including customer effort, satisfaction, and loyalty — we help businesses prioritise improvements that deliver the greatest impact.
Our Approach
We map and evaluate every controllable customer-facing interaction. Using a predictive framework, we uncover the drivers of satisfaction and loyalty, revealing exactly where improvements will have the most value. This ensures strategies focus on what truly matters to customers, not just what appears to need fixing.
The framework recognises that customers’ perceptions are shaped by three main drivers:
1. Process – how efficiently and smoothly interactions are handled
2. People – the quality of interactions with company representatives
3. Outcome – the result achieved from the interaction
Through statistical modelling, we determine the relative influence of each driver, highlighting areas where improvement will maximise satisfaction and loyalty. Specifically, outputs are actionable and we detail how these should be prioritised to achieve the best outcomes.
Other Key Measures
To provide a complete picture, we also track:
1. Customer satisfaction – how well expectations are met or exceeded
2. Customer loyalty – the likelihood of continued engagement or repeat business
3. Customer effort score – how easy it is for customers to get what they need, a strong predictor of future behaviour
Key Outcomes
By integrating these insights, we give organisations a clear roadmap for enhancing every customer interaction and building lasting relationships. Specifically, outputs detail the strategy for improving customer satisfaction and loyalty, and how these actions need to be prioritised.
Contact
Muirton Business Development Limited
PO Box 8378
Cherrywood
Tauranga 3145
Phone: 0274741798
Email: Info@muirton.co.nz