Customer Experience Management

Monitor your customer contact points

tabsurvey Connect assists you in identifying the most important contact points between you and your customers. Based on our contact point analysis we will assess what customer contact your company needs to monitor and how you can utilize this knowledge to optimize your customers’ experience.

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68

PROJECTS

45

COUNTRIES

40000000

SURVEYS

The customer life cycle

We segment the customer life cycle into five different phases, which all in their own respect have a subset of specific business challenges.

Customer reach. How and where are you making your clients aware that have an offering? Your company’s reach is the first step in the lifecycle, as it’s instrumental for creating awareness.
Acquisition. Second is the customer acquisition itself. Having the right message and offerings to your end customer is key in customer acquisition. If you understand your brand perception, the value proposition of your products and who would be interested in purchasing them, then you are making acquisition a whole lot easier.
Develop the relationship. Once you have acquired a customer, it’s important to nurture the relationship. An ongoing interaction with the customer and asking for their feedback is part of this.
Retention. Customer retention is key in order to maintain a sustainable business. Today, it’s commonly known that acquiring new customers is expensive, and holding on to existing customers just makes good sense.
Advocacy. Having existing customers recommend or promote your products and services to others is the dream scenario for anyone responsible for sales or brand perception. Today, Net Promoter Score has become the de facto standard for measuring and navigating in the area.

Continuous monitoring and reporting

If you want to create a loyal customer base, a yearly market analysis won’t do it alone. If you want to strengthen customer loyalty, you need to consider your company’s ability to create value throughout the entire customer lifetime cycle.

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