Smart Customer Experience
Collect customer feedback at every touchpoint on any channel with tools that help you understand your customers so you can deliver experiences they love.
Get your CX survey program up and running quickly and effectively:
- Take advantage of out-of-the-box CSAT, CES and NPS questions and automatic score calculations
- Leverage prebuilt voice of the customer survey templates designed by experts to collect the emotion and feelings that drive the experience
- Follow CX survey best practice and gather context and sentiment alongside your tracking measures and scores
Capture feedback from your customers across any channel, at any time:
- Collect online and offline feedback across the entire customer journey
- Automate in-the-moment feedback collection at key customer touchpoints
- Differentiate and understand feedback collected across all channels
Get straight to the insight that matters across the end-to-end customer experience:
- Holistically analyse data and feedback across the entire customer journey
- Quickly visualise data and spot trends with out-of-the-box CX charts
- Drill into and categorise complex qualitative data, sentiment, and customer anecdotes
Deliver experiences you need to succeed
Leverage your insight
Take the effort out of continuous improvement, deliver amazing experiences:
- Put powerful customer insight in the hands of your operational teams, use APIs, web hooks or our native Salesforce integration to share feedback in the systems they already work in
- Trigger notifications and action in real time to resolve issues and close the loop on customer feedback
- Drive higher levels of feedback by automatically populating surveys with known customer data
Empower action and engagement
Accelerate company-wide investment in the success of your CX program:
- Create and share customised stakeholder reports, providing real-time access to customer insight, with no need for additional user licences
- Set your CX project team up for success by sharing templates, themes, and your preferred CX questions
- Enable your team members to work together effectively and seamlessly through detailed user permissions
Build brand trust
Ensure your customers recognise you whenever and wherever you ask for feedback:
- Use your brand across all surveys with a bespoke theme matching your brand guidelines
- Give your customers the confidence to open emails and survey links by using your company domain
- Remove the “powered by” footer and create “wow” moments with customised thank you pages
What is Customer Experience?
Customer experience (CX), refers to your customers’ perception of your business or brand, based on their experiences with it. This includes all the interactions they have had with you across all aspects of their buyers’ journey.
The reason why CX is so important, is due to the growing number of ways in which consumers can now interact with a company. These experiences consist of many touchpoints and interactions with a brand. This includes its products, services, employees and marketing messages across multiple channels over the duration of a relationship.
By maintaining a positive customer experience across all these touchpoints, you will retain more customers and encourage greater brand advocacy.
Common customer experience touchpoints
These common customer experience touchpoints or points of contact will typically occur before, during and following a purchase.
The steps and interactions a customer takes on their journey with you are critical to your business and brand.
Every single touchpoint is important, as each has the capacity to influence a customer’s overall experience and perception of your brand. So, it’s vital for you to identify and optimise the customer experience across all your touchpoints, to keep the whole process as seamless and enjoyable as you can, maximise satisfaction and keep customers returning.
Customer experience metrics that matter
Measuring your customer experience is crucial. Without asking customers how easy, satisfying, and enjoyable they find interacting with your brand, you won’t know if you’re delivering a strong customer experience or need to improve it.
While there are many ways to get a feel for the customer experience you’re providing, you’ll only get the best insight with the right customer survey metrics captured at the point of experience.
By measuring how easy and satisfying they found interacting with your brand, and their likelihood to recommend you to others, the respective Customer Effort Score (CES), Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) metrics are the best for measuring and improving your customer experience.
How to develop a customer experience strategy
Your customer experience strategy provides the foundation for your ongoing programme of CX activities.
From increasing your understanding of customers and training and developing your staff, to investing in the right technologies and setting up processes that will allow you to better monitor, capture feedback and continuously improve your customer experience. There are many areas to consider when you’re developing your customer experience strategy.
So, it’s important to take your time when researching and developing your strategy. If you can do this, you’ll identify what matters most to your customers and be able to put the right foundation and steps in place to make your CX programme a success.
Customer experience vs customer engagement
It’s important to understand the difference between customer experience and customer engagement, because although they’re related, they’re two distinct approaches with different objectives.
While customer experience focuses on your customer’s point of view and their first-hand experiences with your brand, customer engagement is concerned with how you interact with and maintain your customers’ attention.
If you can perfect both approaches, they can complement and work effectively together, offering an enjoyable and engaging experience for your customers, that increases their loyalty and the amount they buy from you.
How customer expectations are formed
Customer expectations are important to understand and manage, as these perceived ideas about what a customer expects from a product, service or brand are typically formed in that customer’s mind from what they’ve previously learnt and experienced.
While there are some common expectations that customers expect businesses to provide such as increased personalisation, great customer service, omni-channel availability and low effort experiences, many expectations will be distinct to a company.
It’s prudent therefore to identify your customers’ expectations and how they’ve been formed, so you’re better placed to manage and meet them. This should help you to improve your customer experience moving forward.
How to get buy-in for your CX strategy
A customer experience programme can deliver many benefits for any type of business, but if it’s to be truly effective you need to have everyone on board.
Most importantly that means the backing of your senior leaders. So, you need to know how to sell the value of your CX programme into them.
From your company’s wider strategic goals, to cost reduction, growth and more. Whether you’re communicating to your CEO, CFO, Head of Sales, or any other senior decision maker, each will be concerned about different business metrics. So, you will need to demonstrate how your CX programme will benefit their particular business discipline if you’re to get them on board.
Begin your CX journey
Have a chat with our professionals about how we can get you started.