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Explore our On-Line Brochure
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To better explain the importance of our work and to give you an experience of how it feels to be a customer, we would like to introduce you to "Hardington". Like all towns, Hardington hides many secrets and can take you a bit of time to explore fully (20 to 30 mins)
The Home of Customer Empathy
And where profitable Customer Service comes first
Harding & Yorke are experts in measuring and improving Customer Experiences. Our aim is quite simple - to help you build and sustain great experiences for those who work for you, and with you.We provide a range of services to help you identify how you can provide truly world class sales and service delivery (this goes far further than simple Customer Satisfaction or Customer Service Measures).
Most forward-thinking organisations recognise that their most important resource is human beings; those that have a colossal impact on the success and profitability of their businesses. So, at Harding & Yorke we have a passionate interest in people and their influence. Our unique combination of experience and insight stems from our involvement in a wide range of industry sectors, but all with a customer focus.Why choose Harding & Yorke?
Our processes and methodologies are well established, offer proven results and are correlated with profit (ROCE). Our client testimonials speak for themselves!
Our approach is five-fold:Measurement and Benchmarking
- ERIC Benchmarking Programmes™, In-depth analysis (Customer Empathy Audit™); Customer Interviews; Mystery Shopping; Focus Groups etc.
Diagnostics / Planning
Design / Strategy
Implementation
- Coaching; Training; Workshops; Call Quality Measures; Interim Management; Support Services; Mentoring
Having said that, many of our clients do return to working with us, tapping into our wide range of skills and services, as they are faced with new challenges.
