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Pretium Solutions
Improving customer experience & sales metrics for companies across the globe.
Improving customer experience & sales metrics for companies across the globe.
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Call Center Leaders Must Step Up to Boost Call Center Performance

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Companies in all varieties of B2B markets have moved beyond selling products and services to offering complete "solutions" to their customers.  We believe that solution strategies are the way of the future and that we are moving toward a "solution economy" where organizations focus on what they are really good at, relying on their suppliers' solutions to take care of the rest.

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The Four Seasons has taken their basic offering and found a way to turn it into a huge cash cow for them, by upgrading offerings and making them available to their guests in a win-win situation for the hotel and the guest.  Think about what else you can offer to your customers, particularly when they are already captive and using your business, that creates extra profit for you and more value for your customer.

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No matter how solid your strategy is or how carefully you design your customer experience, it's simply impossible to plan for every single customer interaction at every last touchpoint. At some point, you need to put your trust in your company's most valuable resource--its employees, to do the right thing for customers. Similarly, sharing customer insights, measuring the results of your work, and introducing customer experience governance programs will only get you so far if your company's workforce--from your top execs down to entry-level staff members--isn't ready to embrace new ways of working.  That's why building a customer-centric culture is critical to customer experience success.

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Knowing which of your customers are most loyal to your brand and having the capability to act on that information are important parts of maximizing your marketing dollars. However, according to a recent study conducted by Loyalty 360, less than half of the marketing executives that were surveyed could identify their best customers.

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If companies hope to communicate clearly with their customers, they must first learn to communicate effectively within their organization. 
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