Experience Management
Only 4% know how to improve customer experience from the key CX metric they use
ImpactSense offers ReX – a radically different approach to measuring Customer Experience holistically that challenges traditional scoring methods such as NPS, and provides root causes allowing for measurable change.
The perceived value based on how important, unique and well-executed the service features are vs the actual/perceived cost
Sentiment and strength of connection towards the brand, covering pride, loyalty, principles alignment, external impact, etc
The relationships between staff and customers covering how friendly, helpful, knowledgeable staff are
The usability of each stage of the journey and across all channels covering simplicity, findability, achievability, desirability, speed, etc
The quantification of service failure covering how bad, how common and how well-resolved they are
quantitative
qualitative
subscription plans
recruitment
measuring experience
holistically
