Lee is stressed. His company, an auto company, is struggling to achieve consistency in customer experiences. Lee decided to launch a Voice of the Customer program. He asked Alorica to help.
Lee sought to better understand the customer experience lifecycle from the web site to the show room floor, from the service center to the leasing office. Alorica worked with Lee’s team to map out, define and measure each customer interaction touch-point.
Customer sentiments were collected in surveys across email, chat, IVR and white-mail channels. Alorica quickly consolidated and analyzed results. Based on findings, Alorica consulted with Lee’s team for improvements in customer management processes. Because of Lee’s actions to listen and respond to the voice of customers, the company is a top automotive competitor for the J.D. Power award.