Every day your competitors are creating new channels, launching new products and making irresistible marketing offers to snap up your customers. And one mistake in your customer service can be one mistake too many. Delivering positive customer experiences in this hyper-competitive environment requires a continuous improvement approach that goes well beyond just collecting customer data. The most successful companies optimize customer experiences. Does yours?
To know whether you are optimizing experiences, or merely monitoring them, ask yourself the following questions. Are you collecting loads of customer feedback yet failing to take action? Are many of your departments conducting their own independent “voice of the customer” programs? Do you treat every customer experience the same way regardless of how critical to customer loyalty the experience is? If your answers are “yes”, your company is failing to capture the potential value of real time customer experience management.
Fortunately, Ipsos Loyalty has a solution. Experience Optimizer is a comprehensive, proven, and proprietary approach to measuring, modeling and managing customer experiences one by one, aggregated over massive global enterprises, and across time. Experience Optimizer incorporates leading edge approaches to making “voice of the customer” a true business discipline by shifting from old traditional ways to new, more powerful ways of managing the customer experience.
|The Old Way||The New Way|
|Action Orientation||Feeding a scorecard||Closing the loop|
|Ongoing Feedback||Annual surveys||Real time|
|Survey Structure||Multiple Choice||Verbatim comments|
|Data Integration||Single source||Multiple Sources|
|Predictive Modeling||Reactive response||Anticipating behavior|
Experience Optimizer is built on the latest in Enterprise Feedback Management (EFM) and customer experience management technologies, and includes capabilities such as:
With Experience Optimizer, your company can manage the customer experience with a common holistic solution that operates in real time. Make Experience Optimizer a central part of your continuous improvement program to stay close to your customers and keep ahead of the competition.
Experience Optimizer: Don’t just survey your customers, optimize their experiences!