lexden's staying ahead competitor customer experience issues report (a one page intro)
TRANSCRIPT
STAYING AHEAD – how to profit from your competitors poor CX
ONE OF TWO PRIORITIES TO FOCUS ON IN 2015 TO ENSURE YOU PROFIT FROM CUSTOMER LED THINKING
When it comes to improving customer experience there are three sources you should include in your plans: 1) What customers tell you ‘good’ looks like 2) What world class CX across similar journeys looks like 3) How well the competition deliver across those journeys
At Lexden we’ve devised a new customer feedback service to provide the last of these critical insights; competitor customer experience intelligence.
LEXDEN’S COMPETITOR CUSTOMER EXPERIENCE REPORTING ‘STAYING AHEAD’ uncovers what your competitor’s customers hate about their customer experience. We interview these customers and understand ‘why’ the issues impact them. From here we produce quarterly sector level reports. Each report highlights: • Which customer experience issues dominate the sector • Storyboards explaining why issues matter to customers • Brand reputation impact caused by unresolved issues • Commercial impact in losses caused by unresolved CX issues
With this information you have the opportunity to exploit your competitor’s weakness and ensure your own activities STAY AHEAD of the sector.
For more information about the STAYING AHEAD customer reports to improve the effectiveness of your customer experience endeavours contact [email protected] or + 44 (0) 1279 902205.