Successful companies of the present and the future differentiate themselves in their Customer Experience Management (CEM). Comprehensive knowledge of clients’ needs and providing adequate answers are vital for all those who try to achieve excellence in this respect. Our related analytics provide the full-spectrum solutions matching the diverse demands.
The different methods of our company can be assigned to multiple levels of CEM, thus we can always provide a wide variety of tools matching our partners’ current needs and goals.
Analytics Supporting Basic Needs
Customer satisfaction remains an unreachable dream when basic requirements go unfulfilled. A client’ centric review together with mapping of organization processes and practices are therefore obligatory for all experience-driven organizations, as is creating the evaluation system of these activities. These steps are facilitated by the following:
Evaluation Methodology Design: We collaborate with our customers throughout the process of thorough touchpoint review and in the ensuing definition of monitoring KPIs and KQIs. In the case of direct feedback methods (ie. Voice of Customer, Voice of Employee, Net Promoter Score) cooperation is necessary in order to design solutions which are suitable regarding both business and methodology. Online channels are treated as a priority and can be supported by click-stream analysis.
Experience Tracking: Automatic data mining techniques (text mining, voice mining) simplify and aid the processing and assessment of stored feedback (VoC, VoE, NPS). Our mathematical tools make the resulting experience metrics available for all of your customers.
Analytics Supporting Performance Needs
Instruments that directly influence customer relations by reallocating and rethinking currently existing sources are essential to meet performance needs. In accordance with this, our related solutions are based on available customer and interaction data.
Channel Optimization on the Individual Level: We combine channel preference indicators (channel affinity and usage attributes) with relevant financial metrics (ie. customer value, ARPU). As a result, all clients could be diverted towards channels that are optimal both from the viewpoints of both customer needs and company costs. Real-time forecast of waiting times (e.g. at Call Canters) further enhance priority channel experiences.
Experience Handling Tools: Past interaction events and their results integrated with survey results can define customers’ personality types (attitude segmentation) and also their personal priorities for satisfaction (experience-driver identification). Aspects of customer communication unaffected by channel optimization (message, framing, timing) can be elevated considerably as a result.
Analytics Supporting the Needs of the “Exciters”
After reshaping internal resources, the best possible accommodation to customer needs is required for experience perfection, as is activity enhancement by extraordinary characteristics (wow factor). Our recommended methods cover both areas.
Context-based Solutions: Customer-company relationship alone is not sufficient to gain a detailed knowledge of needs – external information is also required. This broader context can be the base of truly personal and real-time customer handling and service. Customers’ context includes their current and typical places (location), their life-defining and everyday occasions (events), and their activities and roles in their communities (social).
Gamification
We extend the suitable business processes with classical game components to create rivalry to ensure competitive situations for clients. All these playful functions have a concrete business objective besides the generated basic emotional bond and delightment. Beyond the normal functionality provided for the participants, the method enhances customer activity and loyalty, builds reputation in the community and keeps interest
