Customers can be fickle, so building and maintaining their loyalty is an evolving challenge. Retailers and brands must go beyond meeting straightforward needs to ensure shoppers keep coming back for more. Now, more than ever, putting consumers at the centre of the path to purchase experience is critical to managing your performance.
What We Measure
Experience tells us that the stability of your customer relationships and your customers’ future loyalty can be predicted and managed by measuring performance in six key areas:
- Satisfaction of products and services
- Value for money
- Competitor benchmarking
- Tendency to switch brands
- Brand trust
How We Do It
Our customer interaction model helps you build solid, lasting relationships. We identify potential risks and improvement areas to help you reduce customer churn. In turn, you’ll reduce service costs, enhance customer engagement and ultimately increase profits.
An outstanding customer experience at every touch-point is no longer “the icing on the cake” in today’s age of the demanding, savvy consumer. It’s an essential survival skill.