Today, high customer satisfaction and loyalty are critical to a business’s survival. As a result, customer intelligence has taken on a new level of importance. The litmus tests and general canvassing that companies used in the past to measure the customer experience are not sufficiently specific or accurate to inform the mission-critical business decisions managers face today.
PeriscopeCX is PeriscopeIQ’s Voice of the Customer (VOC) solution. It provides you with visual and quantitative metrics available on web portals and insights that specifically show how to align strategy to customer needs, in a way that impacts your bottom line.
Our Voice of the Customer solutions are guided by several key principles:
- The customer experience is the single most important factor in customer satisfaction and loyalty
- Customer feedback studies must be detailed, reliable and accurate
- Customer intelligence metrics must be benchmarked and tracked over time to be meaningful
- These studies must highlight specific and actionable issues that impact customer satisfaction
- They must go beyond metrics to diagnostic and creative conversations by doing key driver analysis and linking these to action plans and business outcomes
- Text analytic mining for rich open ended insights
- Social media integration
- Integration with other company data
PeriscopeCX provides answer to these questions and more…
How would you know that your customers have had a positive purchase experience?
Are you measuring key customer touch points?
Are these measures reliable and valid?
How do you know which touch points matter most for your customers?
And, once you know all of the above, how do you ensure that the feedback your customers provide is actionable for driving your sales, market share, customer retention, customer acquisition, satisfaction, and loyalty?
- Segment your customers by demographics and get new insights about differences
- Date, day and time stamp their experiences
- Compare and contrast custom groups – our customers and your operations – to get a blueprint on progress
- Deliver your scorecards to all levels in the organization…store, district, region, territory, company. We will custom design your scorecard to fit your organization structure
- Provide a constant barometer of how your customers are aligned with your company strategy
- Identify opportunities and gaps for improvement
- Build a customer-centric culture
- Link customer satisfaction with increasing revenues
- Win back lost customers
- Increase new customer acquisition
- Develop brand advocates
- Receive immediate alerts for quick response and resolution
- Facilitate collaboration and sharing of best practices
- Easily identify improvement opportunities