Keep a close check on your customers’ experience at critical touch points in the service delivery. Our methods to measure and track performance are based in customers’ stories, because experience is often better expressed in words, than ratings. The stories are converted into data clusters to identify important areas improvement. An online dashboard provides real-time access to data, performance and tracking. A “close the loop” mechanism provides the opportunity to address feedback immediately.
Our seasoned interviewers are able to guide customers to reveal their true experiences within safe conversations. Cusyomers have the opportunity to share their experience in their own words, knowing that any concerns or feedback will be addressed.
Though we are clearly in the experience generation, few companies have been able to use CX as a competitive advantage. This is because the customer is still not at the heart of strategic decision-making. Our approach to experience measurement, brings customers’ voices to life.
The Consumer Psychology Lab measures your customers’ experience This is done through considering customer’s stories about the interaction (narrative), within the broader context of the situation, to understand the impact it had for the customer.
Our CX equation: Customer story + context = experience impact (measure)
“80% of companies say they deliver ‘superior’ customer service; however, 8% of people think these same companies deliver ‘superior’ customer service.” – Bain & Co.
When customers articulate their experience in their own words, they feel heard. They share their stories according to what is important and top of mind for them, and not lead by pre-empted responses. People are different, and are driven by different internal triggers, and consequently respond differently. Through skilful probing, the impact of their brand interaction can be unpacked, by understanding the context.
Our approach brings back the humanity into business, by listening with compassion (empathy) and care. True customer-centricity in business strategy, means focusing on what the customer wants to say and not the brands agenda around metrics – an outside-in approach. Therefore, understanding how all interactions impact on customers, from their perspective.
Customers’ experience are powerful indicators of loyalty, emotional connection with the brand and the propensity to forgiveness. Harvesting customers’ stories provides context to improvement, innovation and recognition.
We use a variety of methods to facilitate the experience feedback from customers or employees, such as interviews, discussion groups, facilitated workshops, mystery shopping, immersions, etc.
Our focus is always on the conversation, building trust and confidence and providing a neutral space for sharing experiences with very experienced interviewers (psychologists)
The insights from our conversations with customers contextualise their experience, what drives it and how it impacts on the relationship with the brand.