Proven Customer Experience Management and Improvement Expertise
It's taken over a decade for CRM technology to filter to mid-size and smaller companies. Unfortunately, it still can't tell you how your customers feel and what you can do improve it. That's where we come in.
Touchpoint Metrics, our approach to improving customer experience has been proven in high-pressure, high-profile engagements for these same big companies. In the process, we've refined our methodologies, leveraged technology and perfect our approach. Learn more about our expertise below:
- Companies we've worked with
Our team has worked across a wide range of industries, with deep experience across several financial services and high-technology sectors, along with our focus on banking, hotel, hospital and shopper experience.
While there are many differences between CEM (Customer Experience Management) and CRM (Customer Relationship Management) the biggest is research: actually listening to and tracking what customers say and feel about your experience. Our ability to listen (and actually hear) drives results.
- Data Analytics
Today, companies are literally drowing in data. That's why our ability to analyze customer data is so critical; it actually gets at the insights that drive business results, with the customer experience metrics that matter.
For nearly 15 years, the promise of CRM has driven billions in technology investments at the biggest companies in the world. Yet as effective as it's been at automating processes, it's done nothing to improve customer experience.
The answer is as simple as it is complex. To improve customer experience, first you need to listen to your customer. Learn about ways Touchpoint Mapping On-Demand can help you do just this.