We see your Customer Experience as a living pulse – how do you keep your finger on it?

02.09 - Chris Garthwaite, Founder & CEO, CGA

Our Customer Heartbeat™ technique maps the experience that customers have with your business in the form of two parallel lines or ‘pulses’. The first ‘pulse’ defines the degree of satisfaction that customers have, as they travel along the customer journey, with the existing experience; the second ‘pulse’ defines the experience that they would like have (their ideal experience).

Where significant differences appear between the two there’s a commercial opportunity. By addressing the ‘disconnect’ between the existing and ideal experiences you’ll turn fewer prospects and customers away and generate more revenue and profit.

Understanding where the disconnects or problems lie at each touchpoint provides the start-point in the task of improving the customer experience but we wanted to find a cost effective way of tracking how these experience ‘pulses’ changed over time or as new initiatives were introduced.

Enter Vovici with whom CGA has formed a strategic alliance.

Vovici is a US company with a global presence that pioneered Enterprise Feedback Management with a suite that delivers comprehensive survey software panel management and online community solutions.

By recruiting a representative panel of your customers and regularly surveying them using the Vovici system we can provide you with a Heartbeat™ Tracker that tracks how they feel about the key ‘moments of truth’ identified in the Heartbeat™ process

The Heartbeat™ Tracker takes the form of a dashboard providing ‘moving’ data to both management and staff on how the business is performing over time around the critical moments in the customer journey. Simply put – it will tell you whether your customers think you are improving or getting worse in terms of the experience you are giving with them?

Heartbeat™ Tracker is a great way to ‘bring to life’ customer experience within your business and a simple and cost effective way of measuring how it is changing over time.

Read more about CGA’s experience design tools...

To find out how CGA’s experience design & measurement tools could help design and track your customer journey, contact Chris Garthwaite on +44 (0)1483 209 586 or chris@cgaexperience.com today.