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Companies Fail Through Lack of Service, Not Products

Companies Fail Through Lack of Service, Not Products

Do you know how your customers feel about you?
Can you respond to them timeously?
If so, how do you measure the feedback and what do you do with it?

A newly launched company called Vigil helps companies answer these questions. In response to the old adage ‘you can’t manage what you don’t measure’ Vigil specialises in Customer Experience Management (CEM). It collects, collates and analyses customer service feedback in order to create outcomes for companies.

Vigil Managing Director Richard Potton explains that Vigil provides an end to end measurement of the customer experience to suit all types of clients – retail, industry, commercial – in both private and public sectors. He says CEM’s final aim is to advance the customer from satisfied to loyal and ultimately to advocate.

Services include:
Vigil Immediate – allows a constant measurement of the customer experience and ensures management and staff can respond.
Vigil Intensive – monitors customer experience over the long term allowing you to isolate difficult locations, set standards and to compare yourself against both competitor and industry.
Vigil Barometer – measures the customer brand experience and commitment. Projects future direction for the brand service.
Vigil Response – what’s on your mind - every website should have this functionality. A simple link from your website to the Vigil platform.

“Vigil CEM recognises that today customer experience is the single most important aspect in the achievement of success by companies across all industries and sectors. Study after study shows that the single cause of failure for public and private sector organisations isn’t product related. It all comes down to service and the experience customers have. A hotel can have great rooms, great facilities and heavenly food in its restaurant but one rude receptionist, one room left untidy and lipstick left on a glass can shatter the customer experience and ruin everything.”

Vigil is part of an Auckland-based group of companies which incorporates the 25 year old Mystery Shopper market leader HOED, with day to day management by Richard Potton. Talk to us about monitoring, measuring and managing the Customer Experience.


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