iCustomerExperience
|
All shareholder value comes from customers buying
your brand, usually in competition with other brands that they might have bought
instead. Your “brand” and your “customer experience” are inextricably linked: your
customer experience is the delivery of your brand promise. Therefore,
understanding your customers’ requirements, priorities and choice processes is
fundamental to your long-term business success. Customers are complex beings,
their perception of superior service is based on how your customer experience
meets and exceeds their physical and emotional requiremnents.
|
How better to understand these very subjective and
individual thought processes and to discover exactly
"what they think",
"how they feel",
and "what is important to them"
than
to "take a walk in your their shoes"?
Starting at just £2,950,
iCustomerExperience is a fully outsourced indicator and performance benchmarking
service in the domain of customer experience. We survey our clients’ customers
on their behalf, managing the entire process from survey execution through to
data analysis and reporting, enabling our clients to focus on their own business
priorities and core competencies. |
|
iCustomerExperience fundamentally believes that
"optimal customer experience is achieved when a
company leverages its business assets in order to exceed its customers’
perceived needs and to achieve the most positive of customer emotional states".
We believe that a company’s assets such as Environment, People, Service,
Products, Processes, and Brand should all be perceived as
change levers. By
manipulating these levers a company can radically alter and improve its ability
to exceed a customer’s perceived need (what he/she thinks or thinks he/she
wants), whilst also evoking the most positive of emotional states (how he/she
feels). These two objectives carry equal weighting and importance in creating a
truly exceptional customer experience.
Further developing this theory led to the creation of our
Hierarchy of Customer-perceived Needs and Emotional
States
(below), which forms the basis of our iCustomerExperience Indicator survey and the
questions therein.
|
|
The Indicator survey is designed to focus on customers' attitudes and beliefs i.e. what
they say they want, what they think is true, how they feel, and what they
believe to be important.
The iCustomerExperience Indicator survey asks the same questions of each client’s
customers, thus facilitating accurate performance benchmarking amongst peer
companies, across sectors and the wider market via the iCustomerExperience
Index.
Most companies already perform some degree of performance benchmarking, be that
via revenue, profit, share price, customer base etc. However ascertaining your
company’s competitiveness in the domain of customer service is a lot more
complex and difficult.
|
iCustomerExperience is uniquely positioned to provide a voice to your customers
and enable you to rate your performance in relation to other companies in the
marketplace. |
|