When US-based retailer Maurices detected a decline in customer satisfaction scores (C-SAT) scores in 2010, they knew it was time to engage an external expert. They needed to improve C-SAT, as well as the overall customer experience (CX).
So Maurices partnered with Teleperformance to define a three-pronged approach to address these key challenges:
- Update the C-SAT review process
- Streamline the escalation process
- Introduce transformative technology through Training Arcade to target identified causal factors
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