Customer experience or CX is the perception a customer has of a company throughout their entire journey, from the moment they learn about the brand until they become a loyal customer or in the worst case, a detractor.

The customer experience encompasses all the interactions a customer has with the company; how the customer learns about the company, the way the offer is presented and facilitates the purchase, how the customer’s problems are solved and how the customer is treated at any given moment.

The quality of the product or service the customer receives, the ease of use and overall satisfaction, not to mention the clarity of invoices, the ease of payment and the speed with which billing problems are resolved.

Customer experience or CX has an impact

Customer experience is important because it can have a significant impact on the financial results of any business or organization. Customers who have a good experience with a company buy more products or services, stay with the company longer, recommend it to others, and very importantly, forgive the company for its mistakes.

There is no magic formula for improvement….

But there are a few things companies can do to get started:

1. Understand: It is important for companies to understand what their customers want and need.This can be done through surveys, interviews and focus groups.
2. Key touch points: Not every interaction a customer has with the company is equally important. Companies should identify the key touch points in the customer journey and focus on improving them.
3. Train your employees: Employees are the first line of defense for CX. It is important that they are trained to deliver a positive customer experience.
4. Measure CX: It is important for companies to measure their customer experience in order to track progress and make necessary changes.

Learn about YAMAHA’s experience in measuring its customer experience (CX).

The secret is in measuring

There are different types of projects in Qualtrics that we can use for customer experience measurement, today we will address two:

1. XM for Frontline Locations: helps you get in-store insights and analyze them.

The goal is to generate a positive and attractive climate that enhances the customer’s buying process, encourages them and promotes a feeling of connection with the brand or store.

• Deliver personalized experiences: Tailor experiences at each branch and increase loyalty across your chain.
• Deliver world-class customer service: Empower your teams to deliver an optimal experience in every store.
• Design innovative experiences: Discover how each channel influences the customer experience and create experiences that surpass the physical store.
• Transform negative feedback into loyalty: Empower your teams to deliver solutions and improve the customer experience.
• Deliver a seamless customer experience: Link your experiential, operational and behavioral data to get a complete picture of the customer journey.

2. Qualtrics Strategic Research: The perfect ally to make data-driven strategic decisions and conquer the market.

Obtain critical insights on a large scale by combining quantitative and qualitative research tools with AI analysis. Identify market trends and behavioral changes to determine what actions your most valuable customers expect:

• Advanced AI-driven analytics: Optimize every element of your research and access the best analytics in the market.
• Complete research: From quick proof-of-concepts to detailed market research, all in one platform.
  Know the people, not just the data: Collect, analyze and share insights from feedback, video diaries and in-depth interviews.
• Global market research trends: Discover how organizations are approaching market research and gain insights for your own strategy.
• Take the guesswork out of it: Access pre-designed projects, programs and dashboards to drive your research.
  Use valuable insights when you need them most: Launch expertly designed studies among your clients and gain insights in minutes.
• Research expertise when you need it most: Get more detailed insights about your target audience with the help of research and fieldwork experts.

How does Vocé help with customer experience management (CX)?

At Vocé, we combine strategy, experience and the best technology to measure and gain insights from data that enable you and other brands to make better, more profitable customer experience decisions.

At Vocé, we help you design a complete listening model through surveys where we identify what to measure, where to measure and what to do with what you measure to drive the growth and development of your business.

We identify key touch points in the customer journey, help companies measure their CX and track their progress.

We offer a CX platform that helps companies collect, analyze and act on the information provided by their customers.

Schedule a FREE consultation with our team and let’s review if you’re measuring correctly!