Service Experience Managment

YCG is based on a unique method called Event Driven Feedback for customer voice feedback after the latter was in touch with service providers in one of the various service channels. The service includes the preparation of a “listening to the customer”, information gathering, data analysis and leading management change within the organization. YCG’s unique expertise lays in public service, B2B companies and multi – national companies.

Customer satisfaction and service experience surveys

YCG is based on a unique method called Event Driven Feedback for customer voice feedback after the latter was in touch with service providers in one of the various service channels. The service includes the preparation of a “listening to the customer”, information gathering, data analysis and leading management change within the organization. YCG’s unique expertise lays in public service, B2B companies and multi – national companies.

Development of multi-channel service strategy

Multi-channel service is a strategy that has been adopted by organizations for improving operations and service, but it also contributes to other areas in the organization. The service includes: building a service concept, translating the strategy into a detailed work plan including organizational structure, resources, implementing steps, segmentation of customers and recommendations on technological matters.

Social CRM

Organizations today understand the importance of integrating customer voice in social media, and the importance of responding to requests as part of the organization’s CRM. Listening to the customer in social media is more than monitoring and detecting conversations about the brand. YCG has developed a unique methodology for managing sales and service in social media which is comprised of: mapping the ecosystem of the organization, including identification of places (blogs, forums) in which the conversations take place, opinion leaders and more. Based on initial research, a strategic plan regarding monitoring, intervention in discussions, and content creation is put together. Our services include: planning, implementation and implementation outsourcing.

Service measures and targets

A set of organizational measures must serve the purpose of being a customer focused organization. In recent years goals like customer value, closure upon first contact, loyalty, cost of interaction and employee commitment to the customer, have become key indicators of business success in general and specially in service. YCG’s unique expertise and experience lays in this field. The service includes: analysis of the set of measures and existing information in the organization, determining an updated set of measures, harnessing measures and objectives throughout all levels of the organization – from team levels to board levels, applying and implementing measurement methods, ongoing analysis and updating of periodic goals, and benchmarking against other companies in the area.

Improving public sector service

Implementation of alterations in the public service is very challenging due to the fact that it does not operate in a competitive environment and that the client is not a source of income. Services include diagnostic of weaknesses, setting measures, service improvement plan based on the existing one, implementation, planning of harnessing employees, planning employee benefits and benchmarking. YCG is well experienced in this field. Dr. Guy Yogev is the methodological consultant to the reform of improving services to citizens, led by the Minister Mr. Michael Eitan.

Outsourcing for quality management and service experience

The need for ongoing professional response and reaction in all areas of service quality management and customer experience becomes a complex challenge. YCG provides management services for organizations as an integral part of the organization on a daily basis . This service is suitable for: medium-sized enterprises who want to leapfrog the quality of service and customer experience , large organizations who want to develop one of the areas related to the subject and organizations in need of solutions for a limited time (Maternity , executive role shifts, etc) . Beyond placement of a manager in the organization, YCG accompanies the organization and gives professional guidance and services in the field surveys, data analysis, organizational consulting, methods and systems, and information systems.