PRACTICE
Customer Experience
Great customer journeys begin at the end of the river of garbage™.
Customer service is a tough job. Not only does it involve solving a steady deluge of daily problems, but also organizing a complex web of evolving technologies and globally-distributed teams to do so. Alpine Partners works with top CX executives to build the right goals, plans, and teams to deliver a seamless customer journey when things go wrong, and the cross-company processes to ensure that, over time, fewer and fewer things do.
WORKSTREAMS
Cost & Efficiency
Running efficient customer service means putting more dollars back into your customer-facing experience. Alpine helps CX leaders build efficient, effective global operations, leveraging modern tooling and technology to run increasingly productive teams.
Quality & Consistency
Great brands are built on trust; that either nothing will go wrong, or that if something does, it will be made right. Alpine helps CX leaders set the goals, processes, and measurement to ensure their customer service delivers on their brand’s promises, every time.
Customer Obsession
The best businesses never stop obsessing over their customers, and that starts with ensuring a zero-defect customer journey. Alpine helps CX leaders put the voice of their customers front-and-center, to help drive down defects, and increase customer retention.
Cost & Efficiency
Reduce your overall dollar cost per unit
Labor strategy. We help clients scale their global customer service operations, optimizing for both improving cost per contact and delivering consistent, reliable service quality.
Productivity diagnostic. We help clients unpack, understand, and improve their labor productivity, from basic workforce hygiene, to more advanced utilization and occupancy management.
Handle time deep-dive. We help clients implement training, learning, and quality strategies that reduce average handle time (AHT) while improving their overall customer experience and satisfaction.
Quality & Consistency
Standardize your care, improve your CSAT.
Goals and measurement. We help clients with the sometimes-not-so-obvious big picture CX questions, including: what is our mission, what is our strategy, what are our goals, and what are our North Star metrics.
Technology stack. We help clients evaluate their current tech stack against their business needs, and then, if necessary, support the selection of the right software, to achieve their desired goals.
Quality assurance. We help clients build the people and processes necessary to measure and steadily improve their team’s service consistency.
Customer Obsession
Reduce your defect rate, retain your customers.
Defect strategy. We help CX leaders take a bigger seat at the company table, pushing upstream teams to reduce and eliminate churn-inducing defects at their source.
Customer obsession. We help CX leaders develop tactics and strategies to drive a cross-company culture of customer obsession and craftsmanship, where new products and services are built to zero-defect by default.
Coaching. CX is a tough job. We support a range of clients in their career development, from IC through Chief Customer Officer.