Experiences your customers have with your company create & impact your reputation. While it’s not true that the customer is always right, you also don’t need to be reminded of countless of studies that a good to great customer experience affects your bottom line.
When a person uses your service or product, the impression you leave on them is the kind of information you need to know. Egnatium Experience is the place in the online world where you can gather this information.
Your reputation hinges on a good customer experience. But if you don’t know what your customers are saying you are flying blind.
When you have customer complaints there are issues which need resolving sooner rather than later. One side of the ledger is your internal processes and the other side is the customer perception in the marketplace. This is a process which takes both sides into account and aims to repair the relationship.
The intelligence you learn from your customers experience is used to increase your customer perception in the marketplace & to prevent future bad occurrences.
But then the question still remains – How do you measure customer experience?
During customer surveys the customer is asked about their experience when they did business with you.
They also are asked, “On a scale of 1 to 10, how likely they are to recommend your product or service. Where 1 is not at all and 10 is highly likely. You would possibly know this as NPS (Net Promoter Score). This number weighted by the comments is a measure of your service quality. For you to succeed, you want as much of the marketplace as possible to be advocates for your product or service.
You can do this by improving the experience at every customer touch point. By subscribing to Egnatium Experience you are taking responsibility of the relationship with your marketplace. Let Egnatium help you take your business on to greater levels of success.
Egnatium Experience Application, helps you evaluate and improve the experience at every customer touch point & taking responsibility of the relationship with your marketplace.
When your customers/consumers report on their experience with you, you have the advantage of discovering what needs improving. But more than that, the Egnatium Experience application is used to benchmark against your direct competitors.