Pretium customer experience
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Pretium is a provider of customer service, contact center, and sales training programs that help companies improve their customer experience. Their Golden Touchpoint program trains employees to have new conversations that build loyalty and promote the company brand. After implementing this program at Philips' call centers across Europe, Pretium saw increases in net promoter scores, with improvements ranging from 3.7% to 71.9% depending on the location and channel. The typical engagement involves assessing the current customer experience, customizing a program, training supervisors, frontline employees, and providing ongoing support and measurement of results.
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Chinapex is a sales and marketing services provider based in Shanghai that helps companies grow their business in Greater China. It provides solutions in marketing, channels, customer experience, training, and China market entry. Chinapex's team has over 60 years of combined experience in areas like marketing strategy, digital marketing, and customer relationship management. It is owned by Worldspire Group, which operates throughout Asia. Chinapex aims to provide cost-effective solutions to help clients increase revenue, brand recognition, and optimize their sales and marketing activities in China.
Online sales leads must be contacted immediately
The odds of qualifying a lead decrease by 21x after five minutes. Any longer is a waste of valuable digital ad spend.
Customer Contact is evolving
We provide comprehensive training for each project and coordinate with clients to deliver high quality, on-time results. Our talented staff become brand champions who seamlessly interface with customers, providing a polished, professional point of contact. We can help clients select the appropriate social media channels, integrate them into their customer contact profiles, and deliver content to extend their reach among customers. By combining technology and a passion for quality, we integrate customer contact across different media into a single point of contact with metrics that enable increased satisfaction and retention.
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Real intelligence, measuring marketing performance
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Session 1 - Introduction to Customer Experience Management.ppt
Session 1 - Introduction to Customer Experience Management.ppt
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Pretium customer experience
- 1. Improving the Customer Experience Pretium’s Capabilities, Approach & Results
- 8. In 2011, Philips Consumer Electronics selected Pretium Solutions to roll out the Golden Touchpoint™ Customer Loyalty Program to call center agents, supervisors and managers supporting Philips in over 30 countries. Recent Pretium Initiative
- 9. Recent Results Net Promoter Score (NPS) increases after implementation of the Golden Touchpoint™ at Philips outsourced call center sites in Europe: Benelux 1 Phone 21.9% increase over 5-month period Email 15.4% increase over 5-month period Chat 58.0% increase over 5-month period Germany Phone 16.7% increase over 2-month period Email 19.9% increase over 2-month period Spain Email 3.7% increase over 4-month period Chat 39.1% increase over 4-month period Italy Chat 19.4% increase over 4-month period France Phone 20.4% increase over 3-month period Email 71.9% increase over 3-month period UK Email 21.9% increase over 2-month period Chat 18.4% increase over 2-month period Nordic 2 Phone 13.4% increase over 2-month period Email 36.6% increase over 2-month period Poland Phone 17.5% increase over 2-month period Email 89.9% increase over 2-month period 1 Benelux Countries = Belgium, Netherlands and Luxembourg 2 Nordic Countries = Denmark, Finland, Norway and Sweden
- 11. 111 West Port Plaza, 6 th Floor St. Louis, Missouri 63146 636.481.5100 pretiumsolutions.com