- Our customer satisfaction scores are stagnating. What can we do to really move the needle with our customers?
- We already collect a lot of information on our customer experience. How do we know what the most important things to focus on are?
- We have a loyal base of customers. How can I be sure we continue to deliver what is most important, while building appeal for others to switch over and join us?
Successful organizations grow in their early days by actively listening to their new customers, reporting what matters to stakeholders, and acting quickly on what they are hearing. Unfortunately, as businesses continue to grow, often customers become more demanding (the market matures), while the ability to listen, report effectively, and respond to their demands becomes more challenging.
Along with this challenge, companies find that they have to regroup on whether they are asking the right questions, properly prioritizing the concerns of their customers, and effectively addressing these in order to maintain growth. In order to truly transform their business, they need an advanced and well planned Customer Experience Management solution.
There are many ways to collect and deliver data and create reports. The bigger challenge is to find a system that can turn that data into useful information for your business. Taking this information and creating an actionable program for your business is the key to driving strategic direction on an ongoing basis.
Not many businesses can compete on price alone, and, as a result, they choose to focus on customer experience as a key point of difference for their brands. The opportunity is clear: an organization that is focused on the most important elements of the customer experience at all times across all locations will win. The result is a loyal base of customers who are passionate about your business’s brand and become active advocates on your behalf.
Customer Experience Management products and services that empower you!
Businesses thrive on change, and the most successful brands are the ones that are most responsive to the evolving demands of their customers. These businesses are constantly seeking opportunities to improve. What sets our solution apart from other Customer Experience Management (CEM) solutions is not only an understanding of the key drivers of loyalty for our clients’ brands, but a suite of highly practical tools and services that enable staff to move from simply reading reports to implementing data-based action on an ongoing basis to improve the experience for their customers.
Our tailored programs are designed to produce powerful solutions that are unique to each client and brand. In addition, detailed quarterly program reviews help ensure that your CEM solution is always as responsive as your brand—continually seeking out brand insights that help enable brand transformation.
Here are just a few of our innovative products and services:
- Customer Journey Mapping
We can help you find the critical “moments of truth” on the customer journey. These are the key points at which processes can be modified in order to positively influence the customer experience. Customer journey mapping helps provide insight into where customer experience can be improved upon. These are the key opportunities for your brand to stand above the others. Your brand’s tailored customer journey map provides a starting point for understanding how new insights, drawn from customer and employee feedback, can help refine and drive strategy.
- Loyalty Modelling
Loyalty models are developed using advanced path analytic statistical analysis techniques. These measure survey data against the customer journey map to determine the true drivers of loyalty within your customer base. Loyalty modelling provides powerful insight into specific questions about customers’ experiences with your brand. We drill down to specific demographics to help you discover what inspires loyalty to your brand in a particular segment, as well as determining key characteristics of your most loyal customers.
- On-Demand Analysis and Insights
Our reporting and analysis tools are designed to make data extraction and trend analysis fast and easy. Intuitive, role-based reporting ensures that the most current customer data available is accessible to key individuals at all levels of your organization. From executives and analysts to managers and team members, everyone can access the right data at the moment it’s needed. Our “Right Time Reporting” features customer loyalty dashboards, brand insights, and performance alerts. Target-appropriate formats range from mobile reporting to highly structured documentation and ad-hoc research.
Our partner’s patent-pending social media advocacy solution provides businesses with the means to take Customer Experience Management to the next logical step. By making it easier for your best customers to share their positive experiences and impressions through Twitter, Facebook, and email, you can turn brand advocates into a motivated, cost-effective marketing force.