THE BIG IDEA:
HOW WE MEASURE THE CUSTOMER EXPERIENCE
Often companies lose sight of their customers and the signals they are sending. As companies grow, so do the silos of information that predict client health. Critical information is not getting in the hands of the account, product, & service teams in time to protect and grow revenue. As a result, companies see flat or limited growth due to revenue retention, customer churn, and a non-existent referral base.
Encompass-CX collects, measures and distributes customer data and provides clarity into a company’s account, product and service teams making it easier for businesses to achieve real-time visibility into revenue, renewals and retention.
Measure accounts and contacts using our Relationship Assessment Module.
Score each account and contact.
Gather post-sale data points. Service metrics, Support tickets, on-boarding assessments, email exchanges.
Setup custom triggers if data point is positive or negative.
Create task for account team to follow up.
What do you think of my customers?
They believe you are a “Transactional” provider.
Since the baseline 3 additional CX events occurred and were measured.
2 of the data points were a negative experience – alert account team and move CX to “Antagonistic”.
Account team resolves issue and updates system. Event is tracked.