The pressure has never been greater for companies to move from reactive to preemptive customer service models. Employees are the face of any service brand. While data is the key to understanding the interaction between employees and customers, the industry lacks an efficient system to capture these insights. Nevertheless, customers continue to demonstrate a willingness to share feedback and be a part of improving their experience. The Well iQ system offers an engaging, proprietary, and interactive connection between customers and front-line employees.
"Feedback on every person involved in delivering the best customer experience."
Drive engagement by measuring and rewarding the behaviors that matter. Accountability through customer recognition and private feedback goes back to the most fundamental concept of recognition and reward.
Empower and incentivize customers to be a part of improving the overall customer experience. To have a customer centric service means including the customer in the process to improve it.
Discover what is working and what needs improvement in real-time allowing for thoughtful changes and quick responses.
“Create curriculums that preempt scenarios leading to poor customer experiences.” -O. Munoz, United
Take inputs on behaviors and learn from them. Prevent a potentially bad experience from happening without the guest ever knowing.
“Apply customer data to solve trouble spots in your toughest customer journeys today.” -Jeff Foley, Pegasystems
Well iQ connects customers to front-line employees - providing businesses insights into both groups - driving customer satisfaction and employee performance.
“For every one point of improvement in customer experience index scores, hotels gain $332m in incremental revenue.”
-Maxie- Schmidt-Subramarian, Forrester
“Customer experience index leaders enjoyed a 14% total revenue growth rate advantage over customer experience laggards.”
-Harley Manning, Forrester