Measure and Optimize Customer Experience Impact on Sales

Customer Experience Management™ is our approach to measuring the impact of the customer experience on customer loyalty and customer referral. Our approach integrates data from customer surveys and transactional / operational data to measure the future sales impact of service encounters experienced by your customer, from face to face sales associate interactions to automated service encounters at company web sites, to CSR encounters with call centers.

We often use the history of customer satisfaction data that our clients have been dutifully collecting for years as the core customer data. In most cases this data had never been connected to sales or profit performance. Our approach factors out the impact of what is not directly or immediately controllable by the management such as retail store location, size, store format and years in business to get a clean reading of the true impact of the actual customer experience on repeat sales and customer referrals.

With the Customer Experience Management™ approach in place it is possible to know when customer experience has significantly improved, or declined in terms of its bottom line impact. It also makes it easier to make rational decisions about where the experience is broken and where management attention and resources should be directed to optimally improve the experience, all driven by bottom line impacts.

We have detailed Customer Experience Management™ case studies available for download including B2B and Retailing Companies.  Click to Download