Customer Driven Insights
Relying on Assumptions or Proof?
Historically, the function of feedback programs has been to improve the customer experience, increase customer retention and referrals, conduct occasional customer research and ideally, achieve operational improvement.
But the real purpose of implementing a CX solution is to create profitable growth!
It has been assumed that customer satisfaction leads to an increase in revenue but for most companies, it has not been easily proven. While surveying your customers may seem easy, creating a process to use that feedback to drive results across your company, may not be so easy. Companies need a system to demonstrate the correlation between satisfied, loyal customers to future revenue and ROI.
How good are your customer experiences? How strong are your partnerships?
Buying decisions are complex and there are many factors that influence customer behaviors. Customers expect engaging, meaningful and effortless experiences. In today’s challenging business environment, maintaining and improving customer relationships is vital to continued growth.
Consider the value of identifying the promoters and detractors within your customer base. Understand the impact of their future buying decisions on your business.
Consider the value of going beyond the scores. Take advantage of the potential opportunities that exist with all of your customers.