Understanding customer experience along the path to purchase.
What is the path of least resistance to the customer? How can we improve our product/ service delivery using fragmented customer data across different channels? How to identify and improve touch point performance on the ground?
We help in understanding the customers’ experience with your brand, product service and the touch points across the journeys and thus identify the best path to purchase.
Our Customer Journey Analytics solutions allows you to gain insights about your customers using the data available – and thus reduce churn, improve touchpoint performance & resolution time and cross-sell products.
We support in finetuning the customer touchpoints by understanding the on ground product/service delivery through Mystery Shopping and Observations exercises.
Satisfaction & Loyalty
A comprehensive solution with traditional and implicit measures.
Are the current traditional measures of satisfaction & loyalty comprehensive enough? Does the stated satisfaction & loyalty measures for your brand mirror the implicit satisfaction & loyalty levels?
Our Satisfaction & Loyalty solution uses Implicit Testing methods to understand how the stakeholders FEEL about your brand and how it translates to retention – in conjunction with Net Promoter Score (NPS), Customer Effort Score (CES) and Satisfaction surveys – making it a comprehensive powerful tool.
Go beyond traditional measurements, understand your implicit and digital reputation.
What are the reputation drivers for your Industry? How are you performing on the drivers amongst the stakeholders compared to competition? Is digital content impacting your reputation? If yes, how is your digital / social media sentiment performing?
Our Corporate Reputation solution goes beyond the traditional surveys to let you know what your key stakeholders (external, internal, social) FEEL about your organization using Implicit Testing and how healthy is your social media sentiment – thus providing you a 360o understanding of your corporate reputation.