Relationship Builder

Relationship Builder is a voice-of-your-customer mystery shopping solution that targets service and sales behaviors to strengthen frontline execution and build customer loyalty. By capturing and analyzing customer feedback at every touchpoint of your credit union or bank, Relationship Builder informs coaching of skills needed to deliver experiences that consistently meet customer and organizational expectations.

Gaps Between Frontline Employee Performance and Customer Expectations Erode Customer Loyalty, Derailing You From Your Business Goals and Objectives.

Why Relationship Builder?

MEASURES FRONTLINE EXECUTION

of CX skills and behaviors

LEVERAGES REAL CUSTOMERS

as evaluators of real experiences

BUILDS A SERVICE & SALES EXPERIENCE

that differentiates

DELIVERS PERFORMANCE DATA

measured against expectations

EQUIPS FRONTLINE MANAGERS

with coaching skills and tools

IMPROVES SERVICE DELIVERY

in all channels, including digital

DRIVES LEARNING AND MASTERY

of best-in-class CX behaviors

BASED ON PROVEN METHODOLOGY

of SERVQUAL service dimensions

ENCOURAGES SALES

through a series of relationship-based events

STRENGTHENS CUSTOMER LOYALTY

and builds relationships

What Results Can You Expect?

Here are the outcomes our clients experience with RELATIONSHIP BUILDER:

How Does Relationship Builder Work?

Our proprietary model of CX measurement is based on a proven scientific methodology. We invite your own customers to be secret shoppers. Through a variety of learning resources, we train them to be effective evaluators of actual service experiences based on your own standards of service excellence. We subject the customer feedback to a rigorous quality review process that maintains a >99% accuracy rate, ensuring the validity and credibility of your data. Scores and comments are delivered on-demand through our EXP Actionable Analytics Portal, giving you a comprehensive view of your CX-related performance at all levels. Then we work with your executives, managers, and frontline employees to improve performance through our proven Best Practices – leading to frontline employee mastery of essential service and sales skills that contribute to a best-in-class customer experience!

Take Relationship Builder to the Next Level

Talent Booster

Equip with Self-Directed Learning

Digital Booster

Humanize Your Digital Banking

What About the POTENTIAL Customer’s Experience?

For all the reasons that your own customers should be providing feedback, it is also strategically important that you know how your frontline teams are engaging prospective customers when they contact you through the call center or via an online or mobile channel. That’s an altogether different perspective on the experience.

That’s why we offer our Professional Mystery Shopping solution: VoC PRO

“

"Support has been amazing and flexible. More than that, it feels like they have been a partner. The biggest part that we appreciate is the collaborative approach. It really feels like a team effort on how we can best get the information from our members and track it."

– SVP Member Experience

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