Customer experience transformation consists of the Voice of the Customer, the Voice of the Employee, and Customer Experience Strategy that ties them together. These three solutions can help reduce customer churn, increase customer loyalty, and enhance the ROI of your customer experience programs. Click on the icon to learn more about each solution.

Voice of the Customer (VoC)

Voice of the Customer is an approach to measuring the customer experience and managing that experience at the individual level. A customer has an interaction with your company, is asked to provide feedback through a survey, and it is managed in the cloud through push alerts, online reporting hubs, and more.

Voice of the Employee (VoE)

Voice of the Employee is an approach to measuring the employee experience by having employees provide feedback through a survey. That data is then managed in the cloud through push alerts, online reporting hubs, and more.

Customer Experience Strategy

The key to a successful experience is the tie between the Voice of the Customer and the Voice of the Employee, and the strategy that is behind that.

 

Specific Solutions

NPS Deep Dive

Discover your Customer Experience IQ Score and where your organization sits on the Cx Maturity Spectrum, including the levers to pull to improve NPS. Want to know more? Click here to find out what it can do for your organization and how it works.

Voice of the Customer (Voc) Program

Every day, our clients use our software platform to take immediate action on customer feedback. Our VoC program is a combination of cloud-based software and advanced analytics. We help you find the One Thing you need to do today to deliver a better customer experience.

One Thing Analytics

We help companies shine a spotlight on the one thing they should do next to improve the experience they are giving to their customers and employees. We’ve spent years building our technology and our analytics process to help reveal the story for our clients. Our One Thing analytics process is the secret to our clients’ success. Click here to learn more about One Thing analytics.

Cx Culture Navigator

This solution is designed to help organizations uncover exactly how customer focused they are today and what should be done to become even more so in the future. It consists of having your employees take a short, 20 question online assessment. Afterwards, we produce your report with your overall results, including your Customer-Centricity score. We also develop your One Thing recommendation from here.