Customer Experience refers to all experiences with a brand, a product or a company from the customer's point of view that lead to a purchase decision.
Customer experience plays a central role for business success. Companies can only optimize customer experience by improving it at each touchpoint.
The advantages of an optimized customer experience are:
In order to have as many indicators as possible as to which touchpoints are particularly important to force purchase decisions, companies need the right key performance indicators (KPIs). One of the most important KPIs of Customer Experience Management is the Net Promoter Score (NPS), but also the Churn Rate or a Customer Satisfaction Score are important instruments of Customer Experience.
A fully prepared measurement plan including the right KPIs is essential for a successful CX Management. Hereby the objective of each individual KPI used is of central importance. To fully understand the customer journey, correct measurement of the dedicated KPIs across various touch points is essential. This process is called Customer Journey Mapping. KPIs can include the NPS (Net Promoter Score) or the CSAT (Customer Satisfaction Score).
A further component of CX Management is the development of analytical tools. The analysis is intended to identify the most important factors influencing the CX and leads to meaningful insights: This way you find out what your customers consider to be particularly relevant and where you should apply the adjustment for improvements.
Insights gained through analysis should contribute to the optimization of products, services or corporate culture.
Worst case, customer experience also involves loosing a customer. Therefore, a successful CX Management includes a good churn prevention strategy: the loss of customers should be avoided at all costs. There are numerous and very different reasons for customers' loyalty losses. Price difference to competitors, product quality and percieved service performance are the main reasons for customers to churn.
But there are more reasons for churn:
The most important aspect of Customer Experience Management is focusing on customer loyalty. This does not only mean that happy customers do not churn, they also recommend your company to others and are an easy target for cross-selling and up-selling offers.
Corresponding programs therefore consist of a combination of experience data with operational data relating to product and marketing activities. This is the only way to place customer actions and feedback in context.
CX managers naturally focus on the essentials, the obvious, the so-called "hot spots" of customer satisfaction. But there are also the opposite "blind spots", fine signs of dissatisfaction, which are often overlooked. Stay alert with digitell.me anytime - at any touchpoint.
We will provide you with a dedicated survey template or help you to create your own tailor-made questionnaire
Invite your customers to your survey via our online platform or outsource the invitation process to us
Get real-time results via our online reporting
Create and share customized reports
On request, our Customer Success Team will carry out in-depth analyses with your data for you and prepare meaningful evaluations and charts by online report or tailor-made in PowerPoint format
The Net Promoter Score (NPS) is a tool for measuring loyalty of your customers towards your company or services.
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