Customer Mirrors
Measuring your Customer Experience The Customer Mirror process offers a wide array of benefits ranging from practical recommendations and employee training tools to evidence that supports customer experience change. The single most important advantage of the Customer Mirror is that it forcefully illustrates the cost-effectiveness of customer experience improvements. Leaders often assume that customer [...]
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How do you engage your senior team to support a customer experience program?
Engaging the senior leadership as early in the change process as possible is essential. The first opportunity for engagement is to educate them about customer experience and the benefits it offers the organization. Executive leadership is typically driven by numbers. Therefore, you must be prepared with financial justification supporting a customer experience program. Additionally, you must understand the cost of a poor customer experience.
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Go beyond the research: experience the customer’s world.
Traditionally, customer research has placed a heavy emphasis on quantification. We go beyond the research. Since customer experience treads on subjective, qualitative measures, we offer a fuller, richer and more complete way to measure it.
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Measuring The Customer Experience
Our research is innovative because is grasps the subconscious, psychological and emotional components of customer experiences through both quantitative and qualitative techniques. Traditional customer research uses correlation techniques, which do not reach beneath the surface of the customer. We use advanced statistical techniques and psychological expertise to achieve this.
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Journey Mapping ‘with Emotion’! Webinar