The steps to take to successfully start your CX program
The best way to meet these three customers’ expectations is to apply measurement to your CX strategy. In this case, measurement means gathering, analyzing and taking action on feedback and data from customers.
Organizations often choose to implement measures that are easier to implement over ones that are more difficult but more effectively measure how to improve CX performance. For instance, customer advocacy metrics are easier to implement but they have many flaws. Additionally, many organizations often measure only transactional touchpoints instead of customer journeys.
This makes it hard to effectively measure how to improve the customer’s overall experience with the organization.
The most effective way to measure customer experience and performance is to integrate the voice of the customer into your organizational strategy. To do this, organizations are required to move from a siloed measurement approach to an integrated performance measurement system to drive continuous improvement.
This is where most companies decide to turn to customer feedback analytics tools. These platforms allow companies to measure, report, analyze, and take actions on customer feedback.
How CX Analytics Platforms can help you
A customer experience analytics platform is technology that helps you gather all interaction with customers, both current and potential, into one place. More advanced platforms also enable you to integrate unstructured data. All this information is analyzed and combined using modern technologies such as Natural Language Processing (read: 20 NLP examples for businesses) and Artificial Intelligence.
Companies that are able to integrate these insights into all levels of their business, take more and more market share. If you don’t, there is no feedback loop, which is something that will customers notice (and leave you for). This is why Wonderflow sees ease-of-use of its platform as a highly important aspect of this process, just as delivering high-quality insights. This results in one of the most advanced and user-friendly platforms on the market. Its AI-powered Voice of the Customer Analytics (VoC) allows you to gather and analyze thousands of feedback records with very high accuracy. By mimicking the human ability to understand a text, Wonderflow’s technology generates real-time, actionable insights for the client (read: Wonderflow Recognized as a Market Challenger by Global Research Firm).
The strategic insights offered by Wonderflow’s technology are useful for decision-making within an organization. By using Wonderflow’s dashboard, the Wonderboard, companies can oversee a large amount of customer data in one glance; all put together in one clear overview. To develop and implement new strategies, it is fundamental for managers to have access to the right information and insights to guide decisions. Wonderflow thus makes sure that decision-makers within organizations have access to easy-to-interpret data in real-time.