Customer Experience (CX) describes how customers feel about their collective experiences and interactions with a company, including their overall relationship with a specific brand. CX, along with terms such as “Customer Experience Management,” is also often used to describe an organization's ongoing efforts to measure, manage, and improve its customers' perceptions and experiences.

Why is Customer Experience Management important?

Every successful company understands the importance of listening carefully to customers, understanding what they need, and using that information to become more efficient and responsive. But as organizations grow and become more complex, these personal customer connections become harder to maintain and manage. This is especially true in a world where people interact with modern businesses in thousands of different ways through an almost unlimited number of touch points.

How to create a smart and successful CX program

Most organizations have some sort of formal customer experience program. These programs work to align a company's actions around a customer-centric strategy, spread customer insights across the organization, and establish an appropriate governance structure. The best and most successful CX programs play an important role in unifying and aligning frontline employees, management, product teams, and executive leadership around key customer needs.

"BUSINESS OWNERS AND MANAGERS CAN HAVE THEIR FINGERS ON THE PULSE OF THEIR CUSTOMERS AGAIN!"

Our CEO, Stella Kochen Susskind, introduced the Mystery Shopping methodology to Brazil in 1988.

With a well-structured team of effective customers with the habit of purchasing products and/or services, we evaluate all channels where consumers come in contact with brands.

Mystery Shoppers are trained to go beyond the everyday customer experience. And these customers give us fresh moments that come with colors, flavors, and scents!

Voice of the Customer refers to a process or program designed to capture customer preferences and opinions, analyze customers for new business insights, and share them to create meaningful change.

Did you know that your most dissatisfied customers are our greatest source of learning?

BUT WHAT IS VoC?

Voice of the Customer refers to a process or program designed to capture customer preferences and opinions, analyze them for new business insights, and share them to create meaningful change.

HOW TO CHANGE

Most VoC programs work to collect and unify customer feedback across many different sources, channels, and touchpoints. This starts with email and website surveys, customer interviews, Mystery Shoppers, and other initiatives where companies actively seek feedback from their customers.

But the most successful voice in customer programs also incorporates a wide variety of unstructured, customer-initiated comments, including product reviews on third party sites, unsolicited comments on social media sites, and customer support queries.

It's important to give organizations the power to get involved: capturing and understanding everything their customers say about their business.

By collecting, combining, and sharing feedback from all these different structured and unstructured sources, VoC programs play a key role in improving products and processes, reducing costs, and increasing customer loyalty.

Did You Know Loyal Customers Are Your Most Effective Advertising? Yes! They Are!

NPS®, or Net Promoter Score®, is a popular Customer Experience (CX) metric designed to measure a company's customers' willingness to recommend company products or services to third parties. NPS® is a direct indicator of CX's overall performance, and organizations can use their scores to quantify customer experience and predict future business results.

The Net Promoter Score framework was developed by Fred Reichheld of Bain and Company several years ago.

NPS is based on a simple question: How likely are you to recommend the brand to a friend or colleague? Respondents receive an 11-point scale, with 0 being “Not very likely” and 10 being “Extremely likely”.

Those with scores from 0-6 are classified as detractors, 7-8 are passive, and 9-10 are promoters. The total NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters, divided by the number of respondents. Averages vary by industry.

Employee surveys (Voice of Employees) play a key role in Customer Experience efforts - enabling the systematic collection, management, and action of employee comments and suggestions on a variety of topics. There is a fusion between the missions of the internal teams for our greatest good: the customer!