Secure more loyal customers.
Reap the rewards.

Customer experience: more than a number

Building a loyal customer base is not just about longevity.

Your most loyal customers also help you become more profitable in various ways.

an illustration of the concept of customer spend
an illustration of the concept of customer referral

Increase average spend
Not only do customers stay more loyal, they also spend more on average.

Streamline referrals
Their recommendations to friends and family lower your cost of acquisition.

an illustration of the concept of improvement
an illustration of the concept of cost to serve

Identify improvements
They are the most reliable source of meaningful, constructive feedback.

Lower cost to serve
They are less difficult and less costly to serve.

Making sense of customer experience drivers

To create loyal customers who will help your company thrive, you must manage their experience across the entire customer journey. Your customers' journey may vary slightly, but customer journeys follow this general sequence.

illustration of a customer journey

Focusing on the journey rather than on particular touchpoints is definitively associated with better customer experience outcomes. Many factors influence the customer journey:

  • Product or service meets expectations: The basic requirement is to have your product/service match your customers’ expectations. This can be driven by your own marketing as well as your customers’ experience with comparable products/services;

  • Multi-channel service: customers expect a seamless experience, regardless of the chosen interaction channel;

  • Employee behavior: it’s not only about your product/service. Front-line employees can make or break a customer experience, and those behind the scenes (back-office, logistics…) can also have a significant impact.

  • Operational success: operational metrics can gauge efficiencies within an organization, but they don’t always speak to what’s important to the customer. Matching an operational metric with a corresponding customer measurement to calibrate operational targets is ideal.

  • Technology systems: fragmented and outdated systems can complicate processes and frustrate customers, but they no longer be an excuse.

  • Organizational silos: many organizations are guilty of “shipping the org chart”, that is structuring their offering in a way that reflects their structure, leading to cumbersome handoffs between departments and negatively impacting customers.

How we can help

At Agilytic, we help organizations reach their goals through the smarter use of data. Our team has a wide-ranging experience in data-driven customer experience programs in demanding industries such as Telecom, Healthcare and Insurance.

Some of our previous interventions had the following results:

  • Boost the up-/cross-sell to your customers
    → Read our case study

  • Identify customers “in distress”: preemptively engage with customers who are getting lost between various touch points
    → Read our case study

  • Prioritize initiatives based on the correlation between your products, your touch points and customer loyalty, thanks to advanced churn modeling
    → Read our case study

  • Set up “proactive” retention tactics to act before your customers leave for good
    → Read our case study

  • Automate the reporting of your Customer Experience program in a unified view
    → Read our case study

  • Identify influencers amongst your client base