Customer Experience



Following the in-depth process of capturing customer expectations and preferences

We excel in customer-centric culture, well-designed touchpoints, consistent quality, and customer satisfaction.

Features


All details and artifacts are captured online over our Mystery shopping Application which ensures

Measure the quality of customer experience
Customers rate the brand on an appropriate to a business
Delivering delightful customer experience
Root cause identification and gap analysis
Quick Touch point Evaluation
Cross-Industry Expertise
100% Quality Check
Recommending close looping solutions
Immediate, Actionable Feedback

Customer Journey Mapping


Customer Journey Mapping is a way to find important journeys and capture moments that matter within the entire journey. To achieve this, organizations must be ready with a customer journey analysis designed according to customer experience.

  1. Capturing customer experience at all touchpoints
  2. Analyzing the market to find out customer expectations and opportunity areas
  3. Customer identification and defining an ideal journey for the stage of business
  4. Capturing moments of truth and categorizing accordingly

Voice of Customer


Voice of the customer is a program that captures customers’ opinions through surveys, calls, or interviews and gives an insight into customer expectations and preferences for a particular service or a brand as a whole. The customer’s perspective is important for the businesses to grow and this is where the need for VoC (Voice of Customer) Analysis plays an important role.

  1. Evaluating design of product or any service
  2. Make strategic customer-centric business decisions
  3. Improve process towards reducing customer efforts
  4. Cost savings and better customer relations

CX Strategy


We partner with you to understand the current stage of your organization with customers’ perspective and work with you to build it basis the analysis. To build a comprehensive and cohesive CX strategy, it must include all the departments, their feedback and thorough insight into the organization. This approach brings the customer to the center of your strategy.

  1. Designing ideal framework depending on respective business needs & stage
  2. Strengthen the overall customer experience making every customer a promoter
  3. Analysis of areas of improvement and opportunities
  4. Preparing the final CX strategy

NPS / CSAT


Gauging customer loyalty for any organization is indeed a necessary part of today’s evolving customer experience scenario and NPS/CSAT surveys help in analyzing and improving the same.

  1. Customers rate the brand on an appropriate for a business
  2. Categorization of customers basis their rating
  3. Analyzing the output
  4. Recommending effective suggestions to improve NPS score