Do not give me what I asked, give me what I need…

About us

Connect is a brand, uniquely designed by HSH Consultancy, offering full-scale Customer Experience advisory services. Next to business and management consultation we are passionate about and specialists of Customer Experience.

Hoffer Beáta

What is customer experience?

Customer Experience (CX) is all the interactions between a customer and an organization throughout their business relationship. The overall experience reflects how the customer feels about the company and its offerings. Customer who has a positive experience with a company is more likely to become a repeat and loyal customer.
Customers expect every interaction as the best experience they have with a company.

Customer expectations are rising higher than ever and word of mouth moves very fast! Today customers are more and more empowered as they have an easy way to choose a new provider, switch between companies in minutes. Delivering superior value to the customer is an on-going concern of companies. Products that do not offer high quality customer service that meets the expectations of customers are difficult to sustain in today’s competitive market. Customer Experience is a well-travelled path with proven techniques and tools to improve the success.

Why customer experience?

Researches found that the most significant retail revenue drivers are customer retention, customer acquisition and product innovation. More than 50% of an experience is based on an emotion shaping the attitudes that drive customers’ decisions. Customers become loyal because they are emotionally attached and they remember how they feel when they use a product or service. Every company is focused on how to win new customers but smarter companies more importantly, want to retain existing customers.

According to researches:

Sooner or later, your customers might feel that you do not really care about them, and then they will leave. Therefore you have to earn their loyalty - Continuously…

How we work for you

We offer our clients the professional attention with many years of experience. Aside from our business competencies, we are conscious of practicality, and responsiveness to our clients’ business objectives. We do work with a value-driven approach in project management that delivers high-priority and high-quality result to our customers. Therefore, in our work, we follow this process:

1. Problem Statement
Identify your business problems
Translate your business needs to customer experience goals
Set up a practical action plan

2. Analysis
Gather necessary data
Conduct analysis and benchmarking

3. Design
Interpret results, present learning
Translate customer experience objectives into business relevant actions
Train staff customer experience knowledge

4. Measure and Follow up
Determine control plan
Design metrics and dashboards

Contact us

Interested in knowing more about us?
Reach out to Connect and please allow 24 hours for us to respond!

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