Consumers are able to interact across many channels and discuss experiences with a global audience, all of which results in heightened expectations of the overall customer experience. One bad experience can erode loyalty and it is too easy to seek alternative products and services.
WDG Research works in collaboration with clients’ multi-channel teams to deliver precision analyses of the CSI Customer Relationship at each touch-point, resulting in a complete evaluation of your customer’s experience. Whether it’s in-store, online retail, call centre, mobile app, all or a combination of these, you now have a valuable context to allocate resources to improve your customer experience and create new and powerful brand advocates.
Instantaneous feedback using web and mobile-based communities means negative experiences can be rapidly managed and rectified, and positive feedback leveraged.
This approach delivers deeper insight working alongside internal CRM systems.
Customer Journey: Using a Quali-Quantitative approach, WDG Research digs deep to understand how customers feel at each point of contact with your brand/company. Our online offering looks beyond social media to discover what consumers really think. Using mobile research, we can gather ‘in the moment’ responses and we engage in conversations with them, ask their opinions and define their needs. Fast and effective insights combined with responsive action ensures the complete journey is a positive experience for every customer.
Customer Segmentation: We want your CSI programme to be a positive one for all of your customers, so we help you define who they are, what they are interested in, how important your brand is to them and which aspect of the marketing package/journey appeals the most to them. This enables you to deliver relevant marketing programmes and create an optimum experience for all of your customers.
Mystery Shopping: To understand if your positive CSI programme is working we employ a UK-wide team of professional Mystery Shoppers. We can also recruit shoppers who match your customer profile. To enable you to understand the habits, rituals and experiences of your customers we conduct accompanied shopping studies. We design research that can work across all channels including contact centres and e-commerce sites. Fast and reliable research is collected online, via mobile research, or using traditional methods as is most appropriate.
Customer Experience Days uses qualitative research and video to observe the role your brand plays in your customers’ lives. It enables you to see its use and effect, and how this differs across the various segments. An ideal aid for targeting activity and developing strategy that relates directly to each customer segment.