We come from a broad range of backgrounds and a broad range of cultures; have first-hand customer service experience, both as customers and having worked, over the past 30 years+, in the service industry as directors, managers and consultants delivering technology, process and people solutions in Europe, Asia and the US.
Working with our clients to achieve top quality and credible solutions to address their issues around performance of their customer service representatives we drew the conclusion that it is not products, technology, process or pricing strategies that drive results; but the value that customers place on their customer service experience.
Recognising that the measurement of the customer service experience needs to include tangible metrics that drive responsibility and accountability for building and delivering what customers value we undertook the challenge to applying Galileo's philosophy:
Measure what is measurable and make measurable what is not so. Galileo
Research began in 2008 and the outcome is leading the development of innovative affordable customer service solutions for you and your team to work with quantifiable data to make qualified business decisions to change the 'as is' of customer service that secure the fundamentals that fuel business growth and secure competitive advantage.
Improving their employees' levels of engagement, productivity and knowledge - driven by regular measurement against tangible, transparent, non-subjective metrics so that employees identify themselves with the company, supporting its strategy and the way it does business; and in their interactions with its customers - motivated employees working in the interests of both the company and the customer.
Contact us to know what you need to know about the channel that directly connects and builds relationships with your customers.