The CCMC way – replacing anecdotes with sound science – is a fact-based approach to improving the customer experience and increasing customer satisfaction, brand loyalty and positive word of mouth in the marketplace.
Relying on a robust set of proven metrics and predictive analytics, CCMC’s customer experience surveys can be leveraged to measure the end-to-end customer relationship, specific “moments of truth” transactions or customer interactions with your contact center and other touch points.
B2B or B2C. Private or public sector. Domestic or international. Fortune 100 or small and mid-sized business. A legacy of fielding customer experience surveys or a first-time survey. No matter the context, CCMC’s customer experience surveys provide you with enriched, privileged and actionable insights into how to create an exceptional customer experience.
Most companies needn’t spend more money to transform the customer experience – they need only invest their finite resources more wisely in those aspects of the experience that matter most to customers.
And while intuition, gut feeling and conventional wisdom may be convenient shortcuts for identifying customer experience priorities, they’re risky methods for engineering a sustained, positive return on your customer experience investments.
The results of many customer experience surveys ultimately fall on deaf ears because they neglect to frame the resulting insights and recommendations in terms of a business case for senior leadership.
CCMC’s relationship surveys provide a deep and privileged point of view of the entire end-to-end customer experience. Using a diverse set of metrics and innovative analytics, CCMC’s relationship surveys offer an enriched, multidimensional and unfiltered view of your products, services and customer care. Advanced predictive modeling is used to identify NPS and satisfaction drivers, prescribe priorities for action and identify which actions to improve the customer experience offer the greatest ROI.
A comprehensive set of reports and interactive briefings are designed to share insights, identify next steps and collaborate on a blueprint for moving from measurement to action.
Realizing a favorable payoff for customer experience investments requires taking the pulse of the customer regularly so that strategies and tactics can be adapted in real time to the ever-changing marketplace, the competition and the emerging needs of customers.
CCMC’s transactional tracking surveys provide continuous, reliable feedback about what matters most; the key drivers of NPS and satisfaction.
Drowning in data, but thirsty for insights? Suffering from paralysis by analysis? CCMC’s result-oriented reporting approach guides managerial decision making so that precious corporate resources are targeted for impact. Value-added roundtable briefings and “how-to” workshops help to integrate actionable survey insights into the culture, strategy and day-to-day operations of your organization.
