A synthetic indicator to estimate the degree of customer recommendation and from there carry out proactive actions to convert critical clients into neutral and neutral clients into promoters. A differentiating element of the ideal company is understanding how the evolution of customer experience indicators and their correlation with parameters such as increased revenue or reduced churn rate affect the business. Each company must have personalized customer experience analysis and measurement tools that adapt to its objectives characteristics of its customers and resources it has. You have to measure the data the financial kpis but always combining them with the client's history.
The monitoring of kpis is carried out through quantitative investigation . Conducting surveys with clients and non clients to measure their satisfaction and loyalty as well as to know the behaviors at each moment of the client relationship. the percentage of promoters passives and detractors Graphics Design Service that we have and also know the key levers that activate satisfaction and loyalty. Qualitative research . We must go beyond numerical data. With in depth surveys using anthropological and ethnographic research tools and developing empathy maps we will be able to know our clients more deeply. The goal is to understand people's behavior and the emotions associated with these behaviors.
Of course it is also necessary to analyze the feedback from employees the internal customer and even the mystery shopper which with quick action can serve to correct errors that are occurring for example in consumer service. For both quantitative and qualitative research it is necessary to analyze the customer journey that is all the moments and interactions of the customer with the company. Quantitatively speaking we can see for example.
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