Occurs when organisations use processes to get customer insight to people that can take action on it in as close to real-time as possible.
Customers give you feedback expecting action. Closed loop feedback is the shortest route to customer delight.
The analysis and interpretation of the the behaviours of customers in digital applications. Valuable to gain an understanding how HOW people use the application. What do they like? What do they dislike? Where do they get lost?
Provides an effective way to quantify key events customers may encounter along their journey and any pain-points they are experiencing.
A measure to indicated how strongly a customer would advocate your brand to friends or family. Companies with high NPS scores have better customer experiences.
Quantifies what your customer's are feeling. The best way to look at your holistic advocacy of your brand.
Journey analytics shows how customers transition from one touchpoint to another during an experience - rather than a single point in time.
Journey analytics can be useful to show a holistic view of customer pain-points, overcoming the silos present in large organisations.
A customers' perception of their experience with your brand. Useful when captured in the context of when it occurs, it's the foundation of continuous improvement.
Teams are able to see feedback that is relevant to the customer's interaction with your business - and start to fix things that matter.
The design of teams, work structures and work activities that lead to increased advocacy.
Properly constructed and managed teams are the key to great customer experiences.
How we've done it before