CX Analyica
WE DRIVE FINANCIAL IMPACT WITH CUSTOMER SUCCESS
20X
Right customer value up to 20 non targeted customer
WHERE AND WHEN DO YOU LOSE YOUR CUSTOMER?
- Customer Journey is a multiple phygital touch point
- 66% of customer stop shopping after a bad Customer eXperience
- +5% in price is acceptable with a good Customer eXperience
- A disappointed customer is silent
IS YOUR
FIRM
CUSTOMER CENTRIC?
Do you have the right customer KPI to drive the decision?
+30% Customer Satisfaction = + 15% sales
With a multitude of collected data points such as traffic, conversion rates, bounce rates, and social media engagement over the past few years, the question arises: Are you confident that you are leveraging the right key performance indicators (KPIs) to make informed decisions that truly benefit the customer?
The customer has their own KPI.
Classic financial retail key performance indicators (KPIs) include conversion rates and basket size. However, measuring customer satisfaction across the entire customer journey, from awareness to loyalty, poses a unique challenge.
Front line satisfaction
Human interactions play a crucial role in user experience, with a significant portion of customer dissatisfaction stemming from subpar human interaction. How do you guarantee that your frontline consistently delivers excellent service to customers? Moreover, what methods do you employ to monitor this on a daily basis?
Customer Centrism
While your organization labels itself as customer-centric, is every department making decisions solely based on customer key performance indicators (KPIs)?
UNLEASH THE POWER OF YOUR CUSTOMER SUCCESS
- Target the right Customers for your Business to Optimize your ROI of your actions
- Retain your customer with an incredible customer Journey
- Drive your organisation with customer-centric KPIs to support decisions.
- Get your organisation to the next level of customer centrism, CX technology, retail and procurement operations.
OUR SOLUTIONS
OUR
PARTNERS
Benoit
Partner
20 years of experience in major global (e-) retailers overseeing leadership roles in category management, sourcing and customer excellence.
CUSTOMER & RETAIL OPERATION
We are a team of retail experts who can help you take your organisation to the next level through efficient operations, customer-centric decisions, and sustainable impact.
First, we pre-audit what needs to be done and discuss together where we want to elevate customer excellence. Based on this road map, we will use one of the following tools or expertise to deliver your goal!
1Data analytics & predictive
Leverage your data to cluster your customers and take operational actions
2Customer Experience
Audit your entire phygital customer journey and identify the pain and soft point
3Customer KPI solution
Implement the right solution to measure the customer KPI, either with our in-house solution or by helping you to identify the right solution for your needs.
4From Concept to store: Procurement & Sourcing
We can help you from concept to store, leverage data and customer insight to create innovative lines with relevant category roles, and help you source and optimize your supply.
5Sustainability - B-Corp
Our team is a B-leader and can help you transition your customer-centric models with sustainable impact. We can help you in the B-corp transition of your models.
6Technology advisors
A lot of technology is available to help you drive your CRM, automate your marketing activities, and improve your customer service. We can advise you on selecting and implementing the right technology.