Customer Experience Management Overview

The aim of customer experience management is to strategically manage customers' interactions with your company in a way that ensures customer retention, growth, and referrals.

Our approach integrates advanced survey research and statistical analysis techniques with process improvement methodology to improve your customers' experiences and your company's competitive position.

We help you:

Align Voice of the Customer surveys, assessment of key dimensions of the customer experience, and the metrics of processes that deliver the experience to create a surveillance system that enables strategic decision making.
Sample the market, not just your company's own customers to asses your competitive position and target strategic areas for improvement.
Select the most appropriate techniques for process improvement in the targeted areas.
Assess the effectiveness of improvement projects using survey results and, where possible, linkage to financial results.

Voice of the Customer

STAT-A-MATRIX's Voice of the Customer (VOC) consulting and training helps you improve market share and profits by understanding the relationship between your business activities and your customer's perceived value from those activities. It is only through understanding the customer's thought process while they are making their purchasing decision and while they are using your products and services that you can effectively design, deliver, and improve products and services.

Our VOC data collection process and set of tools can help your organization:

Decide what products and services to offer to existing or new markets.
Identify critical features for those products and services.
Decide where to focus improvement efforts for existing products, services, and processes.
Get a baseline measure of customer satisfaction to measure improvement against.
Identify key drivers of customer satisfaction.

Not only can we help you with project based VOC efforts, but we can also help you plan and deploy an enterprise VOC system to collect, analyze, use, and store VOC data on an ongoing basis as a key tool to drive strategic product or service design and improvement.

STAT-A-MATRIX's VOC consultants can coach you and your teams through the VOC process at the strategic level or at a process, product, or service specific level.

We offer consulting support to answer the following questions:

Who are the customers of the product or service?
Who are the most important customers?
Do all customers have the same needs?
How can the customers be segmented?
How do we collect data on customers’ needs?
How do we understand customers’ most important needs?
What are the critical design requirements to meet the customers’ needs?
What performance targets should the design meet to satisfy customers?
What are the risks associated with not meeting all performance requirements immediately?
Is a phased approach necessary to meet all key requirements (CTQs)?

VOC consulting services and training programs can be customized to meet your specific requirements and to integrate with your organization's business objectives and existing product or service development methodologies.