Customer Experience

Great customer experiences produce great business results. Satisfied, loyal customers are critical for revenue and profit growth. Lucintel has the technical skills, knowledge and hands-on experience necessary for customer experience surveys to measure their loyalty to your brand and business. Due to significant changes in technology, customer demographics, and customer preferences, a deep understanding of what customers think about an organization and the service it provides is critical.

Lucintel monitors customer experience, which provides the following benefits.

  • High customer satisfaction and loyalty drive customer behaviors that increase profitability: Repurchase, Recommend, Evangelize.
  • Customer loyalty improves margin through fewer/less competitive bidding scenarios.
  • Customer experience programs highlight operational processes that can be streamlined to drive down costs.
  • Customer experience metrics can provide early warning of marketplace changes and internal process breakdowns.
  • Customer experience metrics can also identify unmet needs/new opportunities for market growth.

Lucintel's Customer Experience is multidimensional customer relationship measurement system that has been validated across industries to comprehensively measure customers across their experiences, attitudes and behaviors. As a result, our Customer View predicts market share and revenue growth better than some of other measurement approaches.

Great customer experiences don’t happen by accident. They require a keen attention to detail, a focus on every point, and an assimilation of all customer encounters regardless of how each customer may navigate the company. To improve customer experience we map the entire customer experience end-to-end process by doing so, we are able to develop a deeper appreciation for how the business interacts with their customers.

Click here to see sample consulting work and Lucintel market briefs or contact helpdesk@lucintel.com for sample work and case studies

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