How can companies know if they’re doing the right thing for their customer?
Easy, they ask for feedback and act on it.
For 25 years companies have been using NPS to gauge customer experience. NPS is a great tool and produces scores and tons of open feedback. Combined with all operational data companies can easily acquire today, they have all the ingredients for the right customer experience.
A score is good, but it doesn't tell you why customers behave the way they do.
You need open feedback, but without the right technology you'll never be able to make true sense of what your customers are telling you.
Without the right technology you won't be able to link customer feedback to your operational data, making it hard to pinpoint where investments are needed.
A score-based KPI system tends to demotivate employees since it doesn't tell them why customers are unhappy with their performance, leaving no chance to learn and improve.More on KPI's
We have the right technology to help you:
Our AI engine makes sense of all the experience data you collect, for example through an NPS survey.
Our artificial intelligence analyses all feedback in the right context, in any European language and does so with an accuracy of 95%. You’ll know exactly what your customers want and expect.How does our A.I. work?
We connect the dots with your operational data, so you’ll know which processes to optimise and services to adjust.The value of operational data
Our platform helps you engage your employees at the same time. By asking for their feedback and sending the right customer feedback and insights to the right team or employee, you make everyone part of creating the right experience.More on employee engagement
This makes it safe to act upon customer feedback and to operationalise CX.