CX Programs / Campaigns

EFFECTIVE CX, LEADS TO INCREASED REVENUE AND MORE LOYAL CUSTOMERS

one
According to Bain & Company, customer experience (CX) increases loyalty and promotors of brands, and companies that excel at CX drive revenues 4-8% higher.
two
Forrester found that the brands and companies that manage customer experience (CX) the best, enjoy 5.7 times more revenue than those that lag.
three
According to PWC, 73% of consumers say a good experience is key in influencing their brand / company loyalties, which leads to superior financial performance.
four
Companies whose conversion rates improved last year are conducting 50% more A/B tests.

BEATING CUSTOMERS’ EXPECTATIONS LEADS TO HIGHER ROI

The greatest Return on Investment (ROI) does not come from monitoring transactional/operational data (ad clicks, heat maps, sales figures, etc.) Rather, it’s understanding the customer and their journey better e.g., are expectations being met/exceeded (sales go up), or are they dropping out at a particular site element (missed revenue opportunity).

Transactional/Operational (One-Dimensional)

  • Success: Did the customer achieve their goals?

Customer Experience (CX is Three-Dimensional)

  • Expectation: How did their journey go versus expectations?
  • Effort: How easy or hard was it for them to achieve their
    goals?
  • Emotion: How did interacting with your company make
    them feel?

WE CAN HELP YOU IMPROVE ROI IN TWO WAYS

  • Improve Customer Experience (CX) both online and on location
  • Improve Content Efficacy (A/B Testing)

EFFECTIVE CX, LEADS TO INCREASED REVENUE AND MORE LOYAL CUSTOMERS

Actions customers are very likely to do based on their experience

METRICS USED FOR CX IMPROVEMENT OVER TIME.

  • NPS scores (Promotors, Detractors, Passive).
  • Percentage (of customers) at Risk,
  • Percentage (of customers) to upsell or new opportunities.
  • How often a customer engages with Walmart’s site vs. other retailers’ sites?
  • Customer Loyalty Index
  • Trust Metrics
  • Likert Scales (strongly agree, agree, neither agree or disagree, etc.)
  • Categorization of open-ended questions
  • Behavioral Questions (e.g., expected usage over the next six months)

Rolling out an initial Customer Experience program