TAKE CUSTOMER EXPERIENCE

SERIOUSLY

TAKE CUSTOMER EXPERIENCE

SERIOUSLY Learn more at InteractionMetrics.com

The unspoken truth:

customer experience measurement

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Most CX measurement is

broken.

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For example, Net Promoter Score

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NPS 49%

only provides 1 summary number.

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NPS 49%

NPS 49%

You don’t know: ⨉How to increase sales

⨉How to boost advocacy

⨉How to support your brand

The problem?

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NPS 49%

NPS 49%

It’s too simplistic.

Simplistic doesn’t work because:

CUSTOMER EXPERIENCE IS

COMPLEX

VARIED Customer Experience is

by touchpoint

DIFFERENT for different types of customers

encompassing a range of sensations and hundreds of cues

SUBCONSCIOUS

Actionable Customer Experience Audits

EVER-SHIFTING because customer expectations are shaped by evolving marketplaces

A serious approach accounts for all this COMPLEXITY

A serious approach accounts for all this COMPLEXITY

Company Objectives

Sub-conscious Cues

Unstructured Data

Emotional States

Specific Situations

1 It measures multiple nuanced inputs.

2 3

It provides clear

metrics and actionable next steps.

4 brings the data to life.

Most importantly, a serious approach always

With excerpts from real customer conversations.

And compelling presentations that motivate action.

We take a serious approach.

Mystery Shopping

Customer Interviews

Satisfaction Surveys

See more techniques at InteractionMetrics.com

We take a serious approach.

Experience Planning

Satisfaction Surveys, Customer Interviews, Mystery Shops, Customer Service Monitoring, Customer Experience Planning