Areas of Practice
Customer Experience
Create a Customer Experience that builds loyalty, identify areas for investment to create revenue improving customer experience, convert your customers in to your advocates.
Overview
What We Do
- Help Customers improve their Customer Experience and Improve score on CSAT, NPS and other CX indexes
- Help Customers create Products which are loved by Customers
- Help Customers increase breadth & depth of their services for a client
Insights
Improve CSAT & NPS score along with Revenue
Customer Experience is meaningful if it helps driving revenue in positive direction; else it is just a cost which no organization would like to undertake. It is critical for organizations to identify right initiatives to nudge the Customer Experience in right direction while they are fighting to get the mindshare and wallet share from customer.
What is Customer Experience?
Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy, purchase and use of a service.
Simply put, Customer Experience is the Experience Customer gets during their interaction with organization in the process of purchasing goods or services and comes with key characteristics:
- It is a perception
- It is based on satisfaction of need/s
- It is continuously changing
- It has a Lifecycle
CX and Revenue
This experience is directly proportional to various needs that get satisfied during this process. Needs can be divided in multiple levels based on the impact on satisfaction and revenue that they can bring in.
Improving CSAT & NPS
When an organization is working on improving the CSAT or NPS score, it is important for them to identify customer needs that are not addressed yet and select a few from them to build an initiative.
The Differentiated Needs Pyramid
Our proprietary framework "Differentiated Needs Pyramid" helps organizations in segregating the customer needs in 5 levels based on the revenue impact and enables them to group the needs that can be addressed through a specific initiative and steer the Customer Experience / CSAT in the right direction.
Please feel free to contact us if you would like to know more or want to implement this framework in your organization to improve your Customer Experience.
Ready to Elevate Your Customer Experience?
Let's explore how VSPT LLC can help you build lasting customer loyalty.