Customer Experience (CX)
This is the sum total of the various moments of interaction between an organization and a (potential) customer, whereby a customer’s experience at every touchpoint has to match their expectations. If that is not the case, you will not be able to generate loyal customers and ultimately lose the race with your competitors.
Understand what your customers truly experience
The customer experience is not always tangible. At times, it can be difficult to understand what customers truly experience when they interact with your organization. What factors are seen as highly positive or negative? What drives your customers and why are they (not) satisfied?
Measure various valuable moments during the customer journey
Measure the different moments that make up the customer journey and discover at what points their satisfaction increases or decreases. Analyze your customers’ satisfaction from orientation (website) to purchase (order) and after sales (service) and understand exactly what customers experience at each of these moments.
Create improvement loops that help you optimize your experience on a daily basis
Demonstrate the value of your brand and discover what factors have a positive or negative effect on your brand. Make the right adjustments and stimulate more trade, increased loyalty and a larger market share!
Say farewell to silos; harmonize your feedback solutions!
Instead of using a separate feedback solution for every department, you can use Insocial to gather feedback on an organization-wide level. How do customers feel about your products? Your customer service? Your brand? Get the departments in your organization to work together by giving them access to the right data and create the ultimate Customer Experience.