The key to customer satisfaction; an excellent customer journey

‍Nowadays, delivering an excellent service or product is no longer enough to attract and retain customers. A well-thought-out customer journey can make the difference here. At Guidion, we understand that all too well. Curious about our customer journey? Steven, our Head of Innovation, takes you along!

Starting point

Guidion acts as installation partner. This means that we only come into the picture when the end customer has purchased a service or product. We do this by offering the customer the opportunity to make an appointment by means of an email and a text message. We can fully adapt this email to the customer's branding. After making an appointment, a confirmation will follow.

The mechanic is on the way

The moment suprême is almost here; the installation engineer is coming. That's why we send an appointment reminder 48 hours in advance. And on the day of installation, the customer receives a text message with a time calculation of how long it takes for the technician to arrive. So nice.

Business card

Hosting a technician at home is an exciting experience for some people. “Who exactly am I going to get over?” may be a thought. That's why we work with business cards at Guidion. Such a business card contains the name and photo of the technician and the client he/she works for. This way, the customer knows who will ring the bell that day before visiting.

Feedback; 5-star rating

Has the technician finished installing? Then the customer signs the work order on his or her own phone. Finally, after a visit, the customer gets the opportunity to provide feedback to the technician. This ensures that the technicians we work with are always developing.

What does this look like exactly? Steven shows it to you in the video below.