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Improving our customers’ experience using transformational technology

At TSG, we have always cared about our customers.

We are very fortunate to have many outstanding colleagues who stand us apart from our competitors.

Like everyone else, though, we don’t always get it right.

What sets TSG apart is our sincere ambition to make every interaction a positive experience.

This starts with listening to our customers with the sole purpose of understanding what they need.

We recently announced the implementation of Rant and Rave, a best-in-class customer insight platform.

Many companies survey their customers with the desire to create marketing material, prop up bonus schemes or validate internal perceptions.

TSG will be surveying our customers with the desire to understand what you value and to see how we can improve our services, full stop.

We hold it as a self-evident truth that if we deliver great customer experiences at fair price, our business will grow organically, allowing further investments in our services to benefit both customers and colleagues.

Our new Voice of the Customer (VoC) platform Rant and Rave will allow us to quickly and effectively capture feedback on every service we provide.

The technology being implemented is cutting-edge with advanced sentiment analysis, machine learning and AI. These technologies cut down the time to gather, synthesise and share customer thoughts quickly. Essentially the technology will allow a fast reaction, but it is the culture of caring about customer experiences that will make the difference.

Many organisations talk about customer service like an inexperienced interview candidate recites a stock sentence about working as an individual and within a team. In reality, customer service has become a bland phrase devoid of real meaning. At TSG, when we say we care about customer experience, we mean to say that we are committed to making customer feedback shape our products, processes, organisational structure and the way we recognise performance.

This is very exciting, ambitious and, in many ways, common sense.

We are at the beginning of a customer evolution.

I would like to use this blog as a way of sharing what we find out and what we’re doing as a result.

This is just one of the ways we’re using technology to improve the experience of our customers. As Director of Business Transformation, it’s my job to identify technologies and processes that will improve the way we work; much like we do for our customers with our consultative approach.

You can read about some of those projects and find out more about what I do in this interview.

In the meantime, watch out for opportunities to feedback and tell us what you think!

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