New! Customer Engagement Solutions
Gain feedback, connection and insights when "in-person" is not an option.
Is your team tuned in to your customer EXPERIENCE?
What we do.
For more than 25 years we’ve helped companies connect with customers to grow their businesses.
Before then, good customer service was about being polite and opportunities to connect were limited to “open” hours.
Just as technology and customer expectations have evolved, we've evolved too, with practical and actionable customer experience solutions that deliver on your brand promise and earn your customers' loyalty.
Measuring Customer Service
Mystery Shopping
Insights from mystery shopping can improve product quality and help employees adhere to training standards.
Customer Satisfaction
Great customer service isn’t an accident. It’s the result of a strong culture, consistent training and data that points toward improvement opportunities.
Net Promoter Score
Net Promotor Score® metrics help companies gauge the strength of their customer loyalty.
Feedback Tools
The right customer feedback tools provide insights to help reinforce accountability and keep customer service top of mind with your employees.
Through Mystery Shopping, Customer Satisfaction Surveys, Net Promoter Score® metrics and other customer feedback tools, we help company leaders, franchise owners and managers identify what’s working and what’s not. Our positive approach pinpoints opportunities for employee coaching and individual growth so team members:
- develop understanding and passion for your company’s culture
- are inspired to make authentic, empathetic connections with customers
- deliver on the details that matter most
ServiceSense in Action
This 50-year-old burger chain increased revenue by more than 20% while using our customer service insights as a training tool.
Minding the Touchpoints
Your brand’s customer service happens at a single touchpoint while its customer experience occurs along the many touchpoints of a customer’s journey.
We can help you connect and manage those touchpoints – whether they’re face-to-face or through your website, call center, social media pages, or app – so you can improve performance and give your customers seamless, consistent service that earns their loyalty.
ServiceSense in Action
Partnering with ServiceSense, this family-owned business develops committed employees who inspire customer loyalty.
Facilitating Team Engagement
Customers make emotional connections with a brand that stands for something and is willing to share its authentic personality and values. And, who better to forge those connections than your employees on the front line?
We can help you shape your company’s culture and provide the tools your employees need to understand, embrace, and live your company’s values.
ServiceSense in Action
For this casual restaurant group, ServiceSense identifies improvement and growth opportunities that create loyal customers and reduce manager turnover to an industry low under 10%.
Listening and Learning
If you’re in business today, you’re collecting customer experience data, either deliberately or through review sites, social media posts or website analytics. But are you collecting the right data and making the most of what you’re hearing?
We can help identify key threads and curate insights and data so you can understand your customers’ expectations and discover how to connect with them on their terms.
ServiceSense in Action
Net Promoter Score metrics give this company’s franchisees clear insights that are instantly actionable.
Net Promoter Score®
How likely is it that you would recommend us to a friend, family member, or colleague?
NPS = % Promotors - % Detractors
Managing Reviews and Online Reputation
Customer-generated content – like reviews, blog comments and photos – is an “always-on,” unvetted way for customers to engage with your company. And, what customers say has the power to dramatically help or hurt your business’ reputation.
We can help you discover and manage these conversations in a respectful, productive, empathetic manner that humanizes your brand and creates authentic connections.
Making sense of your data.
ServiceSense reports are straightforward and user-friendly with at-a-glance information you can use to turn opportunities into action.
Improvement Opportunities
Specific and actionable recommendations help focus your teams
Comparative Trends
Track location-to-location variances
Outlier Reporting
Identify and correct weaknesses before they impact your customers’ experience
Peer-to-Peer Rankings
Create competition, incentive and team building opportunities with performance comparisons
Voice of Customer Scorecard
Integrate customer satisfaction into your key performance indicators (KPIs) & accountability measures
Social Reviews
Combine and compare customer reviews and star ratings with your internal performance metrics
Don't Just Take Our Word For it...
“ServiceSense understands what it takes to make a guest return and become an advocate.”
- David E. Goldstein,
CEO, Sharky’s Woodfired Mexican Grill - Westlake Village, CA
“We continue to be impressed with the integrity of the ServiceSense program.”
- Pete Whitwell,
Chief Quality Officer, The Habit Burger Grill - Irvine, CA
“ServiceSense gives us a framework to provide and measure exceptional customer service.”
- Christa Hagearty,
President, Dependable Dry Cleaners - Quincy, MA
“As a fast growing brand, we rely on ServiceSense to monitor our brand standards and help us to evolve our customer service culture.”
- Mark Johnson,
Vice President of Operations, California Fish Grill - Irvine, CA
“ServiceSense is quick to diagnose problems and present practical solutions for improving business results. I highly recommend!”
- Luke Kramer,
Executive Director, The Village at Duxbury - Duxbury, MA
“We appreciate your keen attention to detail, flexibility and hands on management style.”
- Cheryl Marchetti,
Director Human Resources, Color Inc - Holliston, MA
Improve Your Customer Experience!
Download your free Self-Assessment Worksheet
Discover what you can do right away to increase customer loyalty. Then, take it to the next level with a one-hour customer experience review conducted for free by one of our specialists.
Call 800-465-1182 or email us to set up your review.