Customer Experience, Service & Retention
HanTeeKom Group assists with creating consistent customer experiences and increasing the value of every customer relationship.
The customer experiences the Franchisor’s Brand through individual Franchisee locations. We help Franchisors establish the strategies, systems and standards required to create greater consistency across the network while improving satisfaction, retention and customer lifetime value.
Customer Journey Strategy
To understand how to reach customers both through media and messaging, it is essential to understand their purchase journeys. We design complete customer journeys across digital and physical touchpoints to understand how customers discover, evaluate, purchase from and interact with the Brand. We identify friction, service gaps and opportunities to improve acquisition, conversion, satisfaction and retention.
Customer Service Strategy & Standards
Franchisors often need leadership in planning, architecting and expressing the service model, standards, response expectations and operating practices required to create a more consistent customer experience across a Franchise network. We can lead Franchisors through this process.
Customer Service Processes, Scripts & Playbooks
We help Franchisor’s Customer Service teams create practical processes and tools for handling customer inquiries, sales opportunities, complaints, follow-up, escalation and customer recovery. These provide staff at the Franchisor locations and the Franchisee locations with clear frameworks while allowing employees to deliver service naturally and effectively.
Contact Center & Customer Service Operations
A Customer Service Contact Center (whether at a physical location, remote virtual locations or even AI-driven) must be effective at retaining customer relationships. But it must also be cost-effective. We have extensive experience assessing, improving, centralizing, and decentralizing Customer Service operations. This includes Customer Service strategy, contact-center strategy, workflows, staffing, technology, quality assurance, response protocols and escalation procedures. We can build new Customer Service from the ground-up, tear down existing Customer Service and rebuild it again or anywhere it between.
Voice of the Customer
The voice of the customer expressed through Customer Service Calls, Feedback Surveys, Reviews, Customer Interactions, etc. are essential in determining Customer Service evolution. They are also critical in determining where training, communications and technology should be deployed to deepen customer relationships. We take customer feedback from surveys, reviews, customer interactions and other sources and translate it into actionable insights that Franchisors and Franchisees can use to improve the customer experience.
Reputation Management Assessments
The voice of the customer is most critical in determining the Franchisor or Franchisee’s reputation status. We establish systems for generating, monitoring and measuring customer reviews across the Franchise network. Location-level visibility allows Franchisors and Franchisees to identify emerging reputation issues before they affect the broader Brand.
Customer Satisfaction & Loyalty Measurement
We develop dashboards using development frameworks such as NPS, CSAT, customer reviews, repeat purchase behavior, retention and other indicators to understand customer experience and customer loyalty at both the system and individual-location level.
Retention, Loyalty & Reactivation
Through our extensive CRM capabilities, we can develop CRM, email, SMS, loyalty, referral and reactivation programs designed to increase repeat business for Franchisors, recover inactive customers, strengthen customer relationships and increase customer lifetime value.