Optimise customer experience
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+44 (0)20 7438 4950 www.incite.ws Optimising customer experience If you aim to achieve more repeat customers, higher spending, or peer recommendations to drive growth, a focus on these desired outcomes and a clear understanding of how to adjust CX to achieve them is essential. We work with you to identify what constitutes a positive CX for your brand, breaking down the customer journey into all its component parts and measuring your performance on each element. By identifying the key driversand defining moments in your CX, we can adjust your approach to ensure you excel in the areas that really matter and create the desired impact on your business. • We work from first principles rather than using a rigid set of questions with a “black box” formula. We implement a tailored approach aiming to link key metrics to your desired outcomes, whether that means a bespoke research programme or re-sighting existing data to harvest new insights. Usually, we are able to add real value to your programme simply by analysing the back data – that is, without changing anything. • We use benchmarks carefully, with an emphasis on past performance rather than abstract external measures. We use relative (not absolute) analysis to identify, in the experience of the customer, what CX elements are better or worse. • We recognise that although consistency in performance is desirable to an extent, the different elements of CX are not all equal. The overall experience of the customer is often decided by two or three defining moments – making it essential to identify and maximise performance on the key drivers that matter most. An outstanding customer experience (CX) is crucial to achieving the outcomes that matter most to your brand Our point of view +44 (0)20 7438 4950 www.incite.ws
Transcript of Optimise customer experience
+44 (0)20 7438 4950 www.incite.ws
Optimising customer experience
If you aim to achieve more repeat customers, higher spending, or peer recommendations to drive growth, a focus on these desired outcomes and a clear understanding of how to adjust CX to achieve them is essential.
We work with you to identify what constitutes a positive CX for your brand, breaking down the customer journey into all its component parts and measuring your performance on each element. By identifying the key driversand defining moments in your CX, we can adjust your approach to ensure you excel in the areas that really matter and create the desired impact on your business.
• We work from first principles rather than using a rigid set of questions with a “black box” formula. We implement a tailored approach aiming to link key metrics to your desired outcomes, whether that means a bespoke research programme or re-sighting existing data to harvest new insights. Usually, we are able to add real value to your programme simply by analysing the back data – that is, without changing anything.
• We use benchmarks carefully, with an emphasis on past performance rather than abstract external measures. We use relative (not absolute) analysis to identify, in the experience of the customer, what CX elements are better or worse.
• We recognise that although consistency in performance is desirable to an extent, the different elements of CX are not all equal. The overall experience of the customer is often decided by two or three defining moments – making it essential to identify and maximise performance on the key drivers that matter most.
An outstanding customer experience (CX) is crucial to achieving the outcomes that matter most to your brand
Our point of view
+44 (0)20 7438 4950 www.incite.ws
+44 (0)20 7438 4950 www.incite.ws © 2015 Incite Marketing Planning Ltd
+44 (0)20 7438 4950 www.incite.ws
We take a bespoke approach:
We focus on what matters:
We work with you to drive action:
Why use Incite?
We work closely with your stakeholders upfront to scope research correctly and mine the wealth of knowledge within your business.
We identify the desired outcomes for your brand and interrogate prior research to map CX in a way that’s fully tailored to your needs.
Our flexible blend of qualitative and quantitative techniques can deliver anything from strategic customer relationship evaluation to journey mapping and tactical CX tracking.
We use key driver analysis to identify the most motivating moments, determining the link between doing well on a particular element and a high overall score.
We then look to maximise performance on those elements which matter most, rather than trying to improve across the board.
As well as hard-hitting debriefs and the compelling visualisation of findings, our senior team offers follow-up stakeholder planning sessions, to ensure the results are completely understood and firmly embedded back within your business.
![Customer Retention [Infographic] Customer Experience](https://static.fdocuments.in/doc/165x107/55b6dceebb61eb0c598b46c8/customer-retention-infographic-customer-experience.jpg)
