Spur outstanding CX, break free from the confines of product uniformity.
In the era of product homogeneity, our strategic Customer Experience Management (CXM) solution helps you capture key customer moments, deeply understand their needs, and establish a differentiation in experience. Equipped with intelligent forecasting and precise analytical tools and implemented with effective closed-loop strategies, our solution sparks excellent customer experiences, boosts your brand's value, and propels continuous business growth. Experience differentiation doesn’t just help you win market share and increase brand value. it’s a powerful tool for supporting ongoing business growth.
Today, every interaction with a customer, every touchpoint, is critical.
Brands are rethinking, innovating, and building their customer experience journey and striving for automation, to attract and retain more customers.
How do we do this?
We must proactively explore different ways to understand our customers and know their context.
Why do you need Customer Experience Management (CXM)?
In today's marketplace, consumer expectations for their buying experiences are constantly on the rise. They're seeking more than just the goods or services — they want a pleasing, hassle-free shopping experience. As the bar is set higher, traditional business operations just can't meet these modern demands, which is why businesses now need CXM.
With CXM, companies can delve deeper into understanding customer needs and desires, collecting and analyzing customer feedback on their services and products in real time. This ensures that their offerings remain in tune with the market's demands. In doing so, companies can boost customer satisfaction and loyalty to their brand while also paving the way for more efficient marketing strategies. Moreover, in today's intensely competitive market, CXM enables a business to stand out by providing outstanding customer experiences, thereby gaining a competitive advantage amongst its industry competitors.
Therefore, from preserving brand competitiveness and enhancing customer satisfaction to encouraging superior performance, the role of CXM in business management today is becoming increasingly crucial.
Concentrating on Five Critical Phases in the Consumer's Full Lifecycle
1
Awareness Phase:
Assisting companies through data analysis and tracking to deepen their understanding of their target audience's actions, including their initial contact points and platforms with products or services. Utilizing this data, companies can accurately position their goods and services, creating more efficient marketing strategies.
2
Consideration Phase:
Enhancing businesses' ability to gather and dissect data concerning buyers' shopping behaviors, product inclinations, and purchasing motivations. This information not only refines a corporation's promotional strategies, but also accurately conveys the product's worth and function, subsequently impacting the consumer's purchasing decisions positively.
3
Purchase Phase:
Constantly supervising and refining the consumer's shopping experience by deeply collecting and analyzing pivotal data relating to issues faced during the shopping process, buyer satisfaction, shopping cart abandonment, and swiftly fixing any flaws in the service delivery. This greatly enhances each transaction's success rate and further enriches the commercial benefits and user experience during the purchasing phase.
4
Usage Phase:
Gathering product application feedback allows for a more in-depth understanding of the user's challenges, leading to improved products and services to cater to consumer needs. Also, the TX software can instantly respond based on user feedback to address issues that emerge during product usage, enhancing the user experience further.
5
Loyalty Phase:
With precise tracking and analysis of customer behavior, we can identify consumers who have the potential to become dedicated shoppers. We offer potent tools that enable businesses to devise and refine loyalty schemes, encourage repeat buying, and augment purchasing behavior, thereby positively propelling a company's total sales performance.
Regardless of the time and irrespective of your customers' stage, our comprehensive experience management solution is readily available to lend the required assistance.
Our central goal is to aid you in achieving business prosperity, boosting customer satisfaction, and strengthening brand loyalty. When your customers voice any needs, our solution can react quickly and dependably, persistently providing superior service to them.
Some common KPIs that can be used to track customer experience include:
Net Promoter Score (NPS)
The NPS is a short and simple survey that tracks how likely a customer is to recommend a product or service to someone they know on a scale of 0 to 10 and will classify each individual into 3 categories (Promoters, Passives and Detractors). It’s easy to answer and customer-friendly.
Combine with satisfaction measure will give additional insight.
Customer Satisfaction (CSAT)
CSAT uses a scale of 1 to 5 (very unsatisfied to very satisfied) to measure customer satisfaction, so it’s relatively easy to track. However, satisfied customer may not always means loyal customer or your brand's advocate.
Nevertheless, it is a part of the fundamental data dimension for any experience management.
Customer Effort Score (CES)
CES is about measuring the effort customers need to put in when dealing with your product or service. More effort often means stress that will cause dissatisfaction. Minimum effort implies ease of usage experience.
Depending on category & specific business nature, this index is an useful additional dimension on usage experience.
Customer Lifetime Value (CLV)
CLV is, basically, trying to foresee and calculate the total value your customer will bring to your business. The main basis of this metric is the fact that keeping existing customers happy is a lot more sustainable approach than always acquiring new ones.
Depending on category & specific business nature, this index will need data modeling across various data dimensions.
Churn and Retention Rates
The churn rate means tracking how many of your customers have stopped using your product or service, while the retention rate refers to tracking how many of your customers are still using your product or service.
These are excellent metrics to track, but they don’t really tell you much about the why, which is why you should always supplement them with qualitative interviews and/or surveys.
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