Customer Experience - CXM Customer Experience Marketing

CX Services

Customer Experience Planning

CX is now the go-to-business strategy to satisfy customer demands, deliver rewarding service, retain customers and grow profitable customer relationships. CXM offers end-to-end planning and support you need to maximize the effectiveness of your CX initiatives. Whether you have a clear vision or need help drafting and implementing one, we are uniquely suited to help you address all aspects of your CX strategy

Voice of the Customer (VoC)

Capture the voice of the customer, using multiple channels, at every touch point of the customer journey. The program is our approach to gathering, analyzing, taking timely action on and monitoring customer insights. This also entails discrete customer research programs and analysis of the loyalty drivers across your customers’ experience.

Customer Satisfaction Measurement

A foundational component of any CX program is a solid measurement strategy, helping you understand where your customers’ loyalty is today and when you have moved the needle. With Customer Satisfaction (CSAT) and CXM’s Bain-Certified Net Promoter System (NPS®) surveys, you can combine in-moment and long-term customer satisfaction feedback to establish a baseline, benchmark and accurately measure over time to improve the customer experience.

Employee Engagement

Employee engagement is a proven driver of revenue, quality, productivity and customer satisfaction. We can connect your employee and customer data to drive internal and external action. Customize your employee insights program to your organization through a combination of pulse checks, annual engagement surveys, employee satisfaction feedback, exit surveys and employee NPS. Engaged employees create loyal customers.

Website & Mobile Engagement

Take the pulse of your website. Capture page-level feedback, and deliver site-exit and post-transaction surveys to engage customers and drive immediate action. This information is useful for creating a more customer-centered website and brand.

Customer Experience (CX)

Through technology and services we enable you to gain a true customer service advantage by providing critical insights into your customers that reveal key drivers of satisfaction and loyalty. Working collaboratively with you, we develop and implement a CX strategy designed to produce measurable results. Through this process, we help you to inspire confidence from within your organization and ultimately with your customers.

Customer Journey Mapping

A customer journey (or buyer journey) encompasses all the steps users, prospects or customers go through in engaging with a company as they consider a product or service and then become users of these products and services. The ideal result of a customer journey is that as a brand or company, you’re offering a unique, helpful, frictionless experience for your buyers and what you do and how you do it allows you to stand apart from your competitors. We consolidate the user journeys into easy-to-understand tools that we and your business can use to design the right experiences for your customers. These tools are very powerful and can influence many elements of your overall marketing strategy, including content, tactics, technology and staffing decisions.

Buyer Persona Development

Buyer personas are representations of your ideal customer. They are research based, grounded in data and facts from actual interviews with recent clients and may even include feedback from people who deferred a purchase decision or purchased a competitive service. Properly constructed, buyer personas dig deep to reveal the attitudes, feelings and goals that motivate customers during the buyer journey.

Market Research Studies

Have questions? Get answers! Whether you’re launching a new product or testing an ad campaign, market research studies help you make smarter decisions. Study buying habits, test new concepts, measure brand awareness, or assess your market size. Our platform provides the tools needed to do rapid research and uncover insights. CXM can help with everything from creating your survey to finding the right people to take it.

Survey Engine

With the widest selection of feedback channels and integrations, our platform gives you the ability to communicate and engage with clients or prospects at every step of the customer journey — no matter where they are or what device they’re using.