|
|
Site Map
Add to Favourites
|
|
|
|
|
Understanding your customers;
what they think, what is
important to them, and how they
feel about their relationship with you is
powerful.
Being able to then see how your performance
in this area compares to your competitors,
creates entirely new and unparalleled opportunities for improvement and growth.
|
iCustomerExperience provides a unique Indicator and
Index designed to measure customer experience and rank companies' performance in
this area.
Successful companies will testify that customer experience holds the key to
achieving customer retention, customer advocacy, and ultimately profitable
growth. Aberdeen Group research showed that best in class companies who had
embarked on customer experience initiatives added an average 15% year-over-year
increase in customer retention, an average 19% year-over-year increase in
customer satisfaction, and an average 8% to the bottom line.
Successful companies will also testify that continuously benchmarking their
performance relative to other companies is essential to sustaining competitive
advantage. However benchmarking your own company's performance in the domain of
customer experience is at best - complex, at worst - nigh impossible.
In this weakened economy customer retention and achieving optimum value from
each customer interaction are core priorities for successful businesses. Given
the vital role customer experience plays in achieving both of these goals, if it
is not already, customer experience needs to be a leading KPI for every
customer-centric organisation, preceding and even superseding operational and
control metrics.
iCustomerExperience will provide unparalleled insight into your customer
experience as perceived by your customers and relative to other organisations.
Furthermore as iCustomerExperience manages the entire process from survey
execution through to data analysis and reporting, your company is free to focus
on its core competencies and other business priorities. |
|
|
|
|
|
|
© iExperience Ltd 2009. All rights reserved.
Privacy Policy
|