Customer experience is the single most important driver of customer satisfaction, retention and revenue generation – fuel for the bottom line. Ability to win new customers and revenue, retain existing customers and manage reputation all impact business success. Forrester estimates that improved customer experience could top $1 billion in increased revenue annually in just a few U.S. industries alone.
Unfortunately, as new channels of customer interaction become more complex, traditional means of analyzing and understanding customer experience have become increasingly ineffective. Customer surveys, web analytics and business intelligence tools all generate data, but they capture only a tiny slice of interactions and experiences and they don’t connect those to real business outcomes.
ClickFox takes a totally different approach. Our software tracks every individual interaction that every customer has with a given company, at every step in the path, across all channels, and delivers insights on the trends: where breakdowns and successes occur, and where opportunities lie for improvement and growth. ClickFox ties customer experience to actual business outcomes like attrition, retention and specific affects on cost and revenue.
ClickFox is the only company today that ties all this information together into a complete view of customer experience at the individual level - and across an entire customer base – along with its impact on business outcomes. The visual map that ClickFox produces shows companies the path to reducing cost-to-serve, customer satisfaction, increasing retention and generating revenue. ClickFox’s deep level of insight lets you deliver the right experience, in the right channel, at the right time.