customer experience


Undefined

Companies continually invest time and money to understand their customer experiences. The information gathered re-enforces and drives corporate operations, technology, marketing and communication strategies. All of this is used to strengthen customer’s buying decisions, brand loyalty, and increase market share. Tracking systems and tools are continually used to measure progress, but with rapidly changing and disruptive times, one is left to wonder if companies are indeed measuring the right customer experiences?

One of the main challenges that we hear about as CXM / VoC / NPS practitioners are response rates that fail to meet expectations. Furthermore, in our increasingly mobile world, we are constantly besieged by messages and requests vying for our attention, so traditional methods are seeing a slow but steady decline in response rates. Despite all this, Fred Reichheld indicates that "the best companies can get 60 to 80 percent response rates".

You gather great customer experience data. The challenge is organizing, synthesizing, and sharing it to continuously improve your business. Advanis has been delivering customer experience dashboards to our clients for over 15 years; tools that help them accomplish exactly this goal.

Every time a customer interacts with your company, they have a pre-conceived expectation of how the product or service they receive will be. Expectations will typically be formed based on past experience, both with your company, and other similar companies they have dealt with in the past. Where experience is lacking, customers will make assumptions about what they expect. When these expectations are not met, the consequences on satisfaction are devastating.

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