Premium customer experience

Premium customer experience

Building an engaging customer journey is what we’re good at. What do we do to ensure our customers enjoy a premium and personalised customer experience or so-called CX? Many things, but let’s have a look at a few key aspects: 

We always focus on high-quality service  
We embrace change and continuous improvement
We empower our colleagues 
We engage with a ‘Cygnific Touch’

High quality service through continuous improvement

Being ambitious is not enough for us; continuous improvement can only be achieved by continuous effort. This is something that is deeply rooted in the heart of our organisation. In our open learning environment, we make sure: 

We’ve been providing 24/7 customer service for KLM on Facebook, Twitter, WeChat, Instagram and WhatsApp, and we excel at it! 
So, it’s not surprising that our social media services have already won several awards and regularly went viral.
We play an active role in guarding KLM’s reputation on social media.
We developed chatbots with external parties to handle millions of social media posts and messages per year! These chatbots enhance our productivity while keeping a personal touch in our messages.

The solutions we create are the results of our joint efforts. Together we develop new concepts and services that we pilot before we go live on a company-wide scale. In 2015 we showed our innovative side by setting up a special phone line for KLM’s most frequent passengers. This is an excellent example of our way of working and what we can do for you as a partner. We discover places no one has ever been before while making sure to constantly improve the customer experience. 

One of the ways in which we apply continuous improvement is through the Lean Six Sigma methodology – a combination of two methods. Lean is about eliminating anything and everything that does not add value from the perspective of our customers. This improves the efficiency of our processes. Six Sigma focuses on identifying and improving those aspects of our service where we fail to meet the customer’s expectations for quality. This sounds like a perfect combination, right? The best thing about Lean Six Sigma is the results that benefit us and especially our clients and customers:

We save time as our processes become more efficient
We increase the quality of our service
We create customer delighters

Empowered Agents

Together with our clients we look for opportunities to offer customer delighters on the spot. We also make sure to put this to good use for your customers. How? By empowering our Agents, because empowered customer service heroes make happy customers. Empowered Agents think out of the box and are able to asses if their customer needs an extra delighter to be able to retain their loyalty to your brand. Think about discounts or free products without having to involve another person for approval, a personally written card to say ‘thank you’ to one of your loyal customers or a message to the crew of a KLM flight to make that honeymoon extra special with a glass of champagne.   

True customer engagement with a ‘Cygnific Touch’

At Cygnific, we don’t use scripts. Honestly, we don’t! Why? Because we want our customer conversations to be close to whom we are, showing trust, ownership and empathy. Without a script’s distraction and restriction, you create space to make a real connection.  And you probably agree with us, you can hear it when your call is handled from a scripted point A to Z. 

For us, every dialogue is a new opportunity to build a personal relationship. This results in loyalty and trust between customer and brand. And that’s what we aim for every single time! 

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