Customer Experience Strategy & Digital Journey

In the Digital world, lets understand these terms

> Customer Sentimental Analysis

> Customer Satisfaction Score

> Social Media Sentiment

Are they really important? What if you have an online store and customer is giving you feedback or observation on the quality of product or service which they have received from you.

This question matters only if 

> You have an ecommerce product store, service or an online presence?

> You are you struggling to understand what customer is telling you?

> You really need a software or a 3rd party vendor to support you?

Customer is telling you his Experience basis on the engagement with you. 

> But are you listening... 

> If not, what you should do... 

> How to aviod the noise and listen to what it matters...

Assume that you have an online apparel store. 

Customer is providing reviews and ratings for your product.

This could be on your website, market place or on social media.

Here is an exercise which may work for you

> Extract the reviews & ratings of your product from the sources

> Split the data into relevant categories (men, women, boys & girls)

> Eliminate the paid / ghost writers and consider only genuine purchase

> Lets identify the top 10 and bottom 10 products from customer experience

> Catch hold on the exact terms customer has used in his/her reviews

> Terms could be (flimsy material, right fit, good finish, bad material)

> Summarize and categorize your findings 

 . 5 Star Reviews and Rating over few weeks/months - Customer Super happy 

 . 5 Star Reviews and Rating one week or two - Customer happy 

 . 1 or 2 Star Reviews and Rating over few weeks/months - Customer Never happy 

 . 1 or 2 Star Reviews and Rating for couple of weeks now - Customer Not happy 

On a further note, the actual customer feedback when pass on to the production house, may work as a leading indicator and used for product development and or optimization, or product improvement. 

This kind or Market survey can do good with any industry where you serve the customer, whether it is Hospitality, Service, Ecommerce, Banking and so on...

Success of these surveys and reporting depends on the vendor selection and the input and clarity in the expectation which you may have for them.

@ CPSDubai.com, Our custom strategies based on our rich experience in conducting market research operation in a wide variety of industries and local knowledge can help you stay ahead of your competition.

We will develop an actionable strategy based on your target market and customers. We will help you find new opportunities that will give the best return on investment and avoid risks in your current strategy that may lead to revenue loss.

Customer Experience (CX) Strategy

Share of Voice & Share of Market

Mystery Shopping

Primary Research (Qualitative & Quantitative)

Secondary / Desk Research