How difficult do we make things for our customers? You may not ask yourself this every day, but it is a very important question if you want to remain relevant as a company.
Today, consumers have a very large number of options to choose from, allowing them to decide for themselves - after the necessary research - where, from whom and through which channel they buy something. In addition, they can share feedback via various (digital) channels. Unfortunately, a bad customer review is posted so much faster than a good one. That's why it's crucial to understand what your customers really expect so that you can respond proactively.
However, these expectations are constantly changing, as is the world around us. Now more than ever, we are shifting from a product-oriented economy to an services-oriented economy, and from an offline world to the integration of the digital solutions into our daily lives. Who still buys a pile of DVDs nowadays when you can subscribe to numerous streaming services?
When your organisation puts the customer first, your service offer automatically adapts to the needs of your customers. Research shows that customer-focused companies create more value (S&P 500 index) and are ultimately more successful. That is called Customer Excellence.
Our Customer Excellence (CX) advisors are happy to support you in 3 areas:
- Research and measurement
Research and measurement
There are many ways to find out how the customer feels, behaves and what he/she expects from your service. On the one hand, you can actively question and measure their opinions yourself. Think of the smileys in the supermarket to find out how the customer experienced his buying experience, or periodic in-depth interviews with your most important customers, giving you a wealth of information. In addition to actively gathering customer feedback, it is equally important to structurally capture and analyse data you receive on a daily basis via various channels (e.g. social media).
Keep track of these insights and data in a clear dashboard. This enables you to track customer feedback and data over time, so you can predict changing customer expectations. After all, customer insights are extremely important when drawing up targeted KPIs in order to continue to optimise your business.
Our CX experts will be happy to assist you in:
- Qualitative and quantitative customer research
- Measuring and analysing customer behaviour (NPS, CSAT,...)
- Customer-oriented KPIs and dashboards