You’ve worked hard on brand awareness, created ads and promotions that were not only intriguing, but also prompted action. Just as you’re ready to give yourself a pat on the back, it dawns on you that there’s more to the equation - the end user experience.
Now that a member or customer is engaging with your organization - online, in person, over the phone, through an app, or any other method - what is their perceived experience? Do their expectations meet reality? Are they able to get answers quickly or will they be shuffled to a variety of people or departments?
Not only do you want that initial business, you want repeat business with satisfied customers, and for them to be profitable for your organization. You don’t want them to move on or try someone else.
PMD will evaluate the current climate, and put together suggestions and guidelines for creating a positive experience.