Customer Experience (CX) in Corporations

Our approach to CX

Traditionally, there has been a great focus on making customers and employees satisfied, but this is no longer sufficient for creating growth and progress. Today’s challenge for corporations and other organizations is to make customers and employees engaged in order to remain or become competitive.

Through targeted Customer Experience (CX) and Voice Of Customer (VOC) programs, we can help corporations create engaged customers and employees so that competitiveness is maintained and increased over time.

Our goals with CX

When we work with CX in private companies, we help you with:

  • Identification of the most cost-effective drivers for creating brand-loyal ambassadors
  • NPS (Net Promoter Score)
  • Customer retention
  • Targeted improvement of your products and/or services
  • Targeting of sales corresponding to your needs and wishes
  • Upselling
  • Understanding what drives your customers and employees

Customer surveys

What do your customers think about your products, services, brand, prices, etc.? If you are unaware, you cannot offer the right marketing mix to your customers.

It is often difficult to achieve a satisfactory response rate in customer surveys if you are only using a single form of data collection. Therefore, it is often profitable to use a multi-faceted collection method so that as many as possible will respond to your survey. When all responses are collected, it is important that the results be quickly conveyed to the ones responsible in an easy and foreseeable way. That is why our approach is to share information real-time to the relevant employees and managers.

Customer dialogue / instant polling

Traditional customer surveys use the average result of all responses, which often distorts the image of your customers and make them appear like a “gray goo”. If this is the case, one cannot base their marketing mix on information about the needs of individual customers, hence placing the company in a less-than-optimal situation. Customer dialogue is particularly suited for the B2B market, but it is also a useful tool for the B2C market, on which you can base your decisions on information about single customers.

By focusing on responses from single customers, companies have a unique opportunity to offer products and services that match the targeted customer’s needs. In a customer dialogue, it is natural that the company follows up on questions where action is required, so that the company can concentrate their effort on customers that are not completely satisfied. A good verbal or written dialogue is often enough to clear up a lot of misunderstandings and make sure that the customer remains loyal.

Listen to your employees

Many companies forget that the most important means for creating loyal customers and ambassadors is satisfied and engaged employees. That is why it is important to coordinate employee surveys and Customer Experience setup.

Ideas for service improvement and new products

If you only measure satisfaction with existing products and services, you will rarely get ideas for development and improvement of these. We use a qualitative approach where we get inspiration from a group of customers, and we help you conclude which new products or services your customers are interested in.

Implementation of software and training of the organization

Deciding to implement Customer Experience (CX) is one thing, but doing so is quite another. We have the necessary professional and technical expertise to implement CX in your organization fast and efficiently. Knowledge is key, and that is why our consultants are VOC Professional™-certified.

Our platform

We use the recognized MaritzCX™ platform for our Customer Experience solutions.