Customer Experience Process
We make it easy for you to get closer to your customers
Customer experience must be truly special and seamlessly reflect your authentic brand voice and values.
The powerful convergence of marketing and technology today means brands need to focus on experiences and not traditional marketing. Customers want consistent yet personalized experiences at every turn. These customer expectations provide an opportunity to learn about your actual customers’ journeys and identify ways to replace ordinary experiences with the extraordinary.
Managing the Customer Experience Process
Managing customer experience processes require a deep understanding of your customer touchpoints and interactions. The customer experience is the complete experience a customer has with your business. Each interaction is considered a touchpoint in the customer’s journey. Their experience at each touchpoint leads to their opinions about your enterprise as a whole.Interviews, focus groups, customer engagement surveys, visit pathways, heat mapping and social media monitoring are some of the tools that help develop such insights by listening to your customers.
The Importance of Customer Experience Surveys
Customer satisfaction surveys allow brands to learn out about customer opinion on different aspects of the product or service that contribute to their satisfaction (e.g. customer service, corporate image, after-sales service, etc.). Customer experience surveys try to measure the emotional response of the customers as their interact with your company across multiple touch points, using metrics like Net Promoter Score. The resulting direct feedback from customers points to the various factors that need to be improved in order to enhance the customer experience, improve customer orientation processes and increase loyalty.
- Increase in service quality and customer satisfaction: Brands can create an optimized and unique customer experience through unified support across multiple channels
- Loyalty and recommendations: Satisfied customers turn into long-term fans and loyal brand promoters brand, and help expand the customer base through referrals
Increase of sales value and conversion rate: Research consistently shows that satisfied customers buy more often and more
To unlock growth, brands need a partner that is part business consultancy, part creative agency and part technology powerhouse. Someone who can reinvent across products, marketing operations, sales and commerce and customer service.
We connect deep human and business insights with the possibilities of technology to define and deliver new realities. Experiences that can make lives easier, more productive and rewarding. Our services within Customer Experience Consulting include:
- Commercial potential – balancing customer-oriented initiatives with estimated commercial potential
- Customer experience programmes – benefit-based validation and monitoring of customer initiatives
- Customer journey maps – organizational overview of customer interactions
- Customer-oriented business development – optimizing processes in all parts of the organization that influence customer experience
We connect deep human and business insights with the possibilities of technology to define and deliver new realities.
What is a customer experience survey?
What is the type of data in a survey?
A customer experience survey looks at both structured data and open-ended questions. Data and customer suggestions can define the overall customer experience of your brand and help you improve customer service, satisfaction, and grow your loyal customers. The most important aspect of the data collected in surveys is to form accurate and actionable insights. Efficient market research digs deep into the experience of individual customers.
Why should you outsource customer experience management?
Most brands store large amounts of data about their customers, but they usually fail to transform it into actionable insights, because the customer surveys are completed autonomously in different parts of the organization with no common purpose. To truly make data matter and improve performance, brands need clear goals and an action-oriented approach that will turn data into valuable insights and strategic decisions.
The Kilowott Advantage
The ngX Framework
Based on our deep design and technical experience across industries we’ve developed a proprietary digital framework, the ngX framework, which is leveraged across all our projects.
The ngX framework consists of the following steps:
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We create lasting impacts and change perceptions by taking brands on a power-packed journey from where they are to where they need to be.