Customer Market & Understanding
Know your Customer
With over 30 years’ experience in research and insight, we are passionate about insight led experience design. Listening and understanding your customer, employees, market and product is crucial in designing and delivering a better experience. Our skills can help deliver a comprehensive Voice of the Customer (VOTC) , delivering actionable insight ensuring your organisation focuses on only the most important aspects for your customers and business. Our expertise cover the following to help you deliver a clear brand position in your market:
- A range of qualitative and quantitative research on Customer & Employee experience
- Insight on macro and micro trends and sector
- Detailed competitors attribute analysis
- Journey and touchpoint analysis
Measure, manage & optimise
To deliver the best customer experience, implementing the right KPIs and measuring consistently is crucial to drive improvement and maintain momentum. Chrysalis CX has implemented a number of dashboards across numerous systems to measure both internal and external KPI and key initiatives. This includes :
- Online sentiment feedback
- NPS and Customer Satisfaction
- Employee satisfaction
- Touchpoint and event driven analysis
- ROI
– to drive continuous improvement