 Interaction
Management
At Imonic, we use Interaction Management
as a guiding principle for much of the work we do. It is our
view that you cannot manage a customer relationship effectively
without having identified and measured your organisation's ability
to meet key customer expectations across all of the interactions
each customer deems important.
Additionally, Imonic gain exceptional results
for clients by getting their key customers to benchmark their
performance against competitors across all their key interactions.
As customers, we all interact with the organisations
we buy from. Jan Carlzon referred to these interactions as
'Moments of Truth', and claims to have used this as his focus
for turning around the ailing airline SAS. (Ballinger, 1987).
We agree with many of Carlzon's views, and
have taken them a step further to mobilise the concept of
'Moments of Truth' and begin to work with it. Imonic believes
that the management of these interactions with customers is
fundamental to managing performance, and hence customer satisfaction
and relationships.
Refer to Interaction
Management (Moments of Truth) within Imonic Services.
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