You want your customers to feel happy, satisfied, safe... but how?
Customer experience has emerged as the single most important aspect in achieving success for companies across all industries. How can you achieve it, and how do you know you have?
Your customers' perceptions your business are built as a result of their interaction across multiple-m chanels. Good customer experience results in loyal customers and repeat business. When you deliver good customer experience, your customers know it, and so do your employees.
If your company can deliver an experience that sets it apart in the eyes of its customers, it will serve to increase their spending with the company and will inspire loyalty.
Loyalty is now driven primarily by a company's interaction with its customers and how well it delivers on their wants and needs.
Customer Experience Management Suite
Customer Experience has many facets to it, and is subsequently a complex mixture of process and methodology. Grapnel uses a combination of interviews, surveys and analytics to find out how your customer experience can be improved and leveraged.Briefly, the suite includes:
- In-depth touchpoint analysis determining where your clients "touch" your business
- Analysis of your Customer Relationship Lifecycle (CRL)
- Customer Surveys and Analysis of CRL barriers
- Recommendations and best practice documents for implementation
- CRL mapping with barriers identified and solutions proposed
The Seven Steps of the Customer Relationship Lifecycle
- Awareness
- Knowledge
- Consideration
- Selecttion
- Satisfaction
- Loyalty
- Advocacy
Why just have customers when you can have evangelists?
Brand advocacy is cornerstone of modern marketing, but the means for achieving it have made it easier for even small businesses to achieve it. With the proper use of analytics, surveys and direct interaction with your customers, Grapnel can help improve your customers' experiences so that they become more than loyal... they actively spread the word about how much they love you.
Customer Experience
Customer experience is, at its root, the customer's overall emotion reaction to your business. Restaurants are about more than food; atmosphere, location, service and clientele will inspire loyalty and repeat business. Apple has proven beyond the shadow of a doubt that customers are willing to pay a premium for what they like. These seeming intangibles can not only be managed, they can be designed for.
