Lines of code
Starting with customer experience management means monitoring, measuring and reporting of data. This means there are a number of questions to be answered before we can start. Questions like, what experience aspects you want to measure and why? What customer insight aspects are key for retention, loyalty and profitability? What kind of experience dialog we want to use in combination with variable fields? How do we structure the newly derived customer insight in powerful dashboards and reports? Using our best practices we will help you with the setup of a meaningful customer experience KPI metric and dashboard. Each KPI must represent an area, which is important in your business model. In our methodology we do more than scoring the Net Promoter, Loyalty, Retention or Satisfaction index. These are important factors but do not tell where to look for improvement. What we add with customer experience management is root cause analysis. Imagine that as an IT manager you measure servicedesk agent user friendliness but know that isn’t enough to drive change. You want to know which business services are important and how they are rated. And if rating is low you want to dig into the process to find the problem. This means that your feedback have to contain root cause analysis value. Imagine that as a marketing or sales manager, you are certainly interested if the net promoter score is negative but knowing why customers did not recommend you and under what conditions they would recommend you is where the real insight value kicks in. This means you have to measure on experience aspects like ease and smartness of process, knowledge, speed, responsiveness, transparency and quality of solution to name a few. In 4 hour workshops with your stakeholders we create the ideal customer experience metric for your business.
When it comes to collecting data there is one critical success factor and that is "less is more". Having the right customer experience metric in place is an important first step but seduce your customers to give feedback is even more important. This depends on the attractiveness of the feedback interface design, timing and context. Our designers are experts in transforming customer experience KPI’s in user friendly, fast and secure feedback scorecard surveys. A customer experience dialog must have a few basic characteristics for the feedback to be meaningful and successful. We know these characteristics and use them for your success. We are proud that response rates on our feedback interface design are among the highest in the industry year after year. We are excited that pervasive use of mobile devices adds new dimensions to customer experience management. To increase your value we offer new opportunities like touchscreen, swiping, geo-fencing, social media, photo, video and sound. Every minute of the day we take care that our clients get valuable insight from their customers and thus can anticipate on their needs to be more successful.
Once the customer experience platform starts producing feedback, the volume can be substantial and may needs a big data approach. Above all we like to work safe, secure, efficient and effective using proven database technology that handles all kinds of data without wasting time on expensive and time consuming activities like database structuring and schemas. We prefer that all data is stored and indexed in real-time what means that your customer experience dashboards represents the actual situation. Your insight customer dashboards and reports are conducted fast and easy because in an earlier stage we already defined the KPI metric which is now used as a frame for all feedback. Using the dashboards and reports for data exploration and analytics is where the real customer insight value comes in. We can help you with this because we don’t want to be just a tool supplier. On the contrary! We want to be your adviser and take a share in customer performance responsibility.
at your service
On average an implementation starts with one or two workshops of half a day. During these workshops together with the customer stakeholders we define the three building blocks of a successful customer experience management program. These building blocks include the customer experience KPI metric, the customer experience user interface and customer insight dashboard and reports. Once there is a mutual understanding and common definition of the three building blocks we will implement these building blocks in our customer experience platform PerformWorks™. The turnaround time of these activities is on average a couple of weeks depending on the resource availability at the customer site.
The customer experience management solution is delivered as a managed service using the software as a service platform PerformWorks™. We manage the service in our data center and take care for operational issues. For our clients this means they can focus on what's really important for their organization in fact understanding the customer insight message, consider change options and implement service improvement plans. These activities are important and make the difference instead of managing and sending out surveys, collecting, exploring, analyzing and reporting data. We are flexible regarding the contract period and offer a proof of concept proposition. During the proof of concept period we both invest and there is time for proofing of the business case.
Getting from poor to great customer insight is business wise. Getting from customer insight to higher customer satisfaction, loyalty, retention and profitability is the critical success factor. How to get there? As services in the internet age are depending heavily on information technology it is important to address change where it matters most. It is no surprise that real change must focus on attitude, behavior and service value chain processes which spans from the IT factory, to the business units down to the enduser. The question is how to translate customer insight into change for service excellence. In order to spark successful change knowhow is needed of relevant competencies like KPI management, customer experience management, CRM, analytics, business intelligence and IT. There are few teams in the world who master these competencies under one roof. Custon does and we are proud of it. Armed with business insight and a “can do” mentality we can advise your organization in reaching the next level of services excellence in the digital service age.
As being an advocate of a superior customer service experience we do not lean back and wait for a red stoplight in the SLA dashboard to popup. In line with our practice what you preach verbalism we empower you with our own customer experience solution to keep us sharp day in day out. Our support team is 24/7 awake to support your service.
Customer Experience Consultancy
Custon has a strong track record in delivering Customer Experience Management BI consultants.
We have customer experience management consultants in our team who are certified in the following BI expertise domains:
Customer experience management BI skills are enriched by special knowledge in the field of:
Special branch knowledge is available in IT, Finance, Logistics, Travel, Retail, Industry, Healthcare, Education and Public sector.
Our rates are the most competitive in our industry:
Using our customer experience platform we make sure that your customers are more satisfied, loyal, profitable and promote your organization. After introduction of the customer experience program there is an “unspoken” customers commitment that they will help you in leveraging their experience to improve your services. The existence of a customer experience program means your customer are more forgiven and give you a second change more often. It also means that existing customers may reward you with cross & upsell business and promote you to other customers. Your investment to implement a CEM program is limited because the whole infrastructure is already in place. We have a solid platform to offer which is already used to support the largest organizations in Europe. So we are confident that our platform is robust and safe enough to serve your organization as well. We deliver our customer experience management platform as a managed service based on the SaaS platform PerformWorks™. This means you don't have to worry about operational and technical issues. We do that for you. The only thing you have to do is monitor your customer experience management portal and use the customer insight intelligence dashboards and reports to make the right decisions for your customers.
Our customer experience management solution is delivered as a pay per use. Deployment of the service is preceded by a short high pressure cooking workshop in which the form and content of the customer's KPIs, the interface and dashboard portal is discussed and adopted. If customers are approached for experience feedback on the basis of an event - like a service call - then a limited amount of time is needed to setup the data exchange. This can be done manually or automated.
We are more than willing to visit your organization for a precise quotation.
|Workshop CEM KPI metric|
|Deployment CEM platform|
|Deployment automatic data exchange|
Custon the Customer Experience Management expert organization.
Custon is a healthy and fast growing Dutch Company with national and international clients from the private as well as the public sector. Custon is well funded through a mix of private and EEG public institutions. As our shareholders indicate Custon is subjected to a strict regime when it comes to data security policies and procedures. This means your data is safe.
Our company mission is helping your organization manage the customers experience to become no.1 in customer satisfaction, loyalty, advocacy, retention and profitability. To succeed in our mission we help you monitoring and analyzing your customers feedback 24/7. By capturing and analyzing functional, technical and emotional experience at moments of truth we create actionable customer insight to lead. Our promise is based on many years of experience in the field of statistics, sales and marketing, customer services, IT service management, SLA management, performance management and process analytics. This experience has laid the foundation for the Custon SaaS service PerformWorks™. Our team will use PerformWorks to help you create satisfied and loyal customers. Experience our customer experience consultants and PerformWorks platform and you know what we mean. We will not disappoint you.