Great Companies: Please tell me something about the business and how did you come up with such an idea?
Thanasis Papapostolou: AIP Consulting offers Customer Experience Management services and was founded in 2016. It cooperates with some of the biggest multinational organizations in the fields of Retail, Catering and Automotive etc. I proceeded with the idea after I identified a problem with the quality of service in the local industry and a lack of specialization around customer experience and service improvement.
Great Companies: What are the various services and products provided by your company? Thanasis Papapostolou: Our services include digital contacts, focus groups, face-to-face surveys and feedback collection tools and data analysis. We design and implement various research methods and we provide technology tools for the analysis of different sets of data. Moreover, we develop close relations with our clients and consult them on customer service improvement in different touch points. Great Companies: Why should one choose you over others in this field? Thanasis Papapostolou: AIP Consulting offers quality of service that can't be compared and a full service around customer experience. Our expertise combined with our flexibility and low operational costs adds true value to our clients' end service.
Great Companies: What are the struggles and challenges you face? Thanasis Papapostolou: The most important factor is understanding the correlation between providing an exceptional customer experience and future profits. A big part of the market needs to be more educated on CX and apply best practices in order to improve customer service and reduce retention. Great Companies: What do you think are the few main things which are most important for a successful business? Thanasis Papapostolou: Building a business in small steps and making sure it has strong foundations can really help at the beginning. The different views and areas of expertise that are brought by its people are very important on creating culture and ensuring the development of the competitive advantage.
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