Customer Experience (CXi) And Satisfaction

Activate Your Brand Strategy

With CXi, we offer businesses a comprehensive 360-degree insight into customer drivers, allowing businesses to evaluate brand performance, identify common strengths and weaknesses, and effectively segment loyalty. CXi is a unique single index for brand/service customer experience measured through four key metrics — performance, advocacy, reconsideration and competitive advantage. We do not just provide the numbers but offer a holistic framework for specific actions to be taken at the attribute level, making a clear distinction between design and execution.

CXi helps businesses understand why advocacy and CXi may not necessarily be correlated, offering businesses a strategic edge in improving and optimizing customer experience and satisfaction. In essence, CXi acts as an indicator to identify opportunities to truly delight your customers.

We use advanced analytics, algorithms and models to extract insights from diverse data sources and customer satisfaction survey results. For example, our Driver Maps utilize Shapley’s regression to pinpoint crucial aspects shaping CXi for the brand or service, mapping them against performance for a nuanced understanding. Further, our customer experience research shapes future business strategies and initiatives, ensuring improved engagement and impactful outcomes.

CXi goes beyond indexes like NPS. We offer a comprehensive 360-degree perspective in customer experience research. This includes offering analysis of customer motivations, evaluating key drivers and providing loyalty segmentation for in-depth insights.

In addition to conventional metrics like C-SAT and advocacy scores, CXi considers other vital parameters. These include the customer’s perception of the brand’s competitive advantage over others and their intention to repurchase, emphasizing a comprehensive evaluation of customer experience.

CXi is future-focused. It reveals the current state of your brand or services including the underlying reasons and the competitive advantage. Beyond that, CXi offers a forward-looking perspective, guiding brands or services on the necessary steps to enhance their growth. What makes CXi powerful is its individual-centric approach. By honing in on core customers and specific sub-segments, it goes beyond generic insights, providing a nuanced understanding that is important for strategic decision-making.

CXi is designed in a way to highlight not just what is most attractive about your brand’s experience touchpoint also reinforce continuous improvement where financial impact of customer dissatisfaction can be critical. Our clients have articulated this aspect of CXi’s deliverables as the unique winning point of our solution.

Benefits

Comprehensive Customer Understanding

Our customer satisfaction research provides a nuanced understanding of customer drivers, brand performance and loyalty segmentation. Unlike traditional approaches, our methodology focuses on precise areas for improvement and innovation.

Data-driven Decision Making

Analyzing customer experience insights facilitates informed decision-making, enabling companies to tailor their strategies, product offerings and operational mechanisms to align with customer needs and expectations. This data-driven approach leads to more effective and efficient business operations.