Customer Experience Management
HGS brings the voice of the customer to the digital and web experience. Our 40-year history of directly managing consumer interactions and transactions, combined with our digital transformation expertise ensures your digital presence provides the right start to your customers' journey.
In a competitive world where businesses move with lightning speed, HGS understands that a successful Customer Self Service Strategy concentrates on the needs of the customer. We focus on reducing time and effort required by customers to resolve issues by minimizing escalations and providing an easily accessible and usable system.
Social Media Engagement
As social media usage increases at a staggering rate, it is crucial for brands to engage with customers on their preferred platforms, creating brand advocates and shaping customer sentiment. Social media engagement is about allowing customers to embrace a participative role in your brand story, marketing with them rather than at them.
A sound digital marketing strategy customizes content for different stages of the customer journey, whether it's need identification, inspiration, education, validation, or justification. HGS supports your brand and your agency relationships by providing a comprehensive view of your consumer. By developing rich and detailed customer personas, including demographic, technographic, and ethnographic insights, we help you understand customer motivation on a psychological level, within the context of their goals and help identify opportunities for your brand to influence customer decisions.