Current Situation
Most retailers use old, disconnected CX KPIs even as new engagement processes emerge. Traditional NPS only reflects customers surveyed and does not identify the dissatisfiers that most depress sales and retention. Opportunities to design and implement optimal corrective actions and innovate processes are lost.
Goals and Objectives
Accurately measure performance and control of processes that deliver customer experience, identify the levers that drive process quality, and proactively manage processes to achieve CX objectives. Analyze dwell times in on-property locations to determine best use of digital signage and marketing materials. Use outcome metrics to prioritize efforts to enhance CX and improve engagement processes.
Technology Deployed
360-degree omni-channel CRM, AI, analytics, NLP, loyalty apps, mobile devices, and social media, network and connectivity systems, and CDP
Use Case Summary
Measure CX and experiential retail processes that drive it to support customer experience personalization at scale. Connect CX outcomes to processes with passive metrics such as Customer Effort Score (CES) and apply root cause analysis to NPS and CSAT scores. Correct processes and products that dissatisfy customers and depress loyalty.