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Find out what customers really feel

How do your customers feel about you?

Do you know?

If so, how do you measure the feedback and what do you do with it?

A newly launched company called Vigil helps companies answer these questions. In response to the old adage ‘you can’t manage what you don’t measure’ Vigil specialises in Customer Experience Management (CEM). It collects, collates and analyses customer service feedback in order to create outcomes for companies.

Vigil Managing Director Richard Potton explains that Vigil provides an end to end measurement of the customer experience to suit all types of clients – retail, industry, commercial – in both private and public sectors. He says CEM’s final aim is to advance the customer from satisfied to loyal and ultimately to advocate.

“Vigil CEM recognises that today customer experience is the single most important aspect in the achievement of success by companies across all industries and sectors. Study after study shows that the single cause of failure for public and private sector organisations isn’t product related. It all comes down to service and the experience customers have. A hotel can have great rooms, great facilities and heavenly food in its restaurant but one rude receptionist, one room left untidy and lipstick left on a glass can shatter the customer experience and ruin everything.”

Vigil is part of an Auckland-based group of companies which incorporates the 25 year old Mystery Shopper market leader HOED. With day to day management by Richard Potton, the Group’s Chairman is Terry Levenberg, of leading NZ creative design company Apropos.

“Customer Experience Management is still in its infancy in Australasia compared to North America,” says Richard “We are very excited to be leading the CEM charge in Australasia where we have been greatly encouraged by the early response showing companies eager to use Vigil’s customer measure and manage process.”

For further information please contact us.