ClickFox's Customer Experience Analytics Blog

Our second event in the ClickFox Webinar Series, featuring Bruce Temkin of Forrester Research is now available for playback. Just click the link to register and view the rebroadcast.

Bruce highlighted the importance of customer experience in differentiating your company from the competition. He’s been speaking and writing about Experience-Based Differentiation (EBD) at Forrester and on his blog for a while now (read more at Customer Experience Matters). ClickFox highlighted how Customer Experience Analytics is helping companies gain valuable insight into customer behavior and is leading to significant improvements in customer loyalty and satisfaction.

We will soon announce our next event. To subscribe to our RSS feed and be notified of the next event, click here.

To replay the webinar follow this link.

McKinsey & Company has just published a new article in The McKinsey Quarterly about “Maintaining the Customer Experience” in which they make some very valid points.

In their report they state that as a result of challenges in the economy, consumer companies are “cutting back the service levels that customers have come to expect,” and as a result, “satisfaction scores are reversing.” McKinsey’s research shows that the focus of senior executives on improving customer service is growing in importance but they advise executives in charge of customer experience to have the “courage” and “instinct to look for ways to self-fund customer experience improvements.” They suggests that companies find ways to “minimize wasteful spending while learning to invest in the drivers of customer satisfaction.” Much of the problem lies in over-investment in expensive technology, specifically without the ability to analyze what the problems really are according to the customer.

In summary, the McKinsey report suggests that in these tough economic times, “by managing the customer experience more rigorously, companies can maintain quality while still saving money,” that “finding these savings requires rigor in customer experience analytics,” and that savings can be reinvested in improvements to problem-resolution processes.

We completely agree.

And that’s exactly what we do!

Our very own Myles Rose, Vice President EMEA at ClickFox, has published an interesting article over at MyCustomer.com titled “Breaking down the barriers to customer experience measurement.” Here’s a short excerpt to get you started:

Today’s companies are using multiple channels and complicated paths to do business. Unfortunately, traditional reporting and analytics tools cannot identify the ideal customer experience across all of these channels, nor can they tell businesses where they are effective and where they need to change.

To read the entire article click here. We’d love to hear your thoughts on this subject, so please leave us comments or questions below.

We hope you’ve been keeping track of all the new material available for download from our Download Library. We’ve just added a new Telco Case Study to the financial and utility ones already published. Here’s a brief summary:

One of the most popular prepaid wireless brands in the US was searching for a way to reduce live agent support by providing more effective voice self-care options. Customer care management was interested in the ability to monitor changes in customer behavior and gain actionable insights and recommendations on next steps to increase self-service completion rates and reduce costly, live agent support. In 2006, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to provide a visual view and baseline understanding of what callers were actually doing when they called into the Interactive Voice Response (IVR) system for sales and support issues. Today the wireless brand’s customer interaction data is fed into ClickFox software and then modeled and mapped allowing visibility into customer behavior patterns previously not available to the company in such a visual and systematic manner.

So what are you waiting for? Click here to download it now!