Business Experience Research
Customer Voice Interviews
CX Online Surveys
Employee View of CX
Increase your customer loyalty
Did you know that businesses typically lose 10-25 percent of their customer base
each year? For those in highly competitive markets, even minor differences in products, services, and pricing can mean the difference between customers staying or leaving. Our CX Benchmarking Program allow companies to track key performance metrics over time and use the insights to keep customers happy and loyal.
HOW WE HELP YOU ACCOMPLISH YOUR GOALS
Baseline & track key performance indicators
Leverage predictive metrics like Net Promoter Score
Identify key business strengths
Prioritize pressing challenges
Expose unresolved customer issues
See where you stand against competitors
Align your processes with customer needs
Deliver consistently on your core values
CUSTOMER VOICE INTERVIEWS
Through a series of one-on-one key client interviews, Cypress Research learns about customer needs by asking about their specific experiences with
your company. We invite them to share stories about what makes it easy, what
makes it hard, and what gets in the way of a great customer experience.
After we collect all of the information, we provide you with a condensed,
easy-to-read report that includes themes across various channels,
direct quotes, highlighting strengths and opportunities for improvement.
CUSTOMER EXPERIENCE ONLINE SURVEYS
See what drives the customer relationship
Primarily quantitative in nature, Cypress Research’s CX Online Survey provides data
trending about your relationship with customers across multiple channels, enabling your company to measure movement of the dial on its performance with customers over time.
CX Benchmarking Program Report
Predictors of customer loyalty and attrition
Customer experience with your
Net Promoter Score
Company-level CX Performance Scorecard
Individual client CX Performance Scorecards
Recommended & prioritized actions to improve the customer experience
Periodic Customer Pulse Surveys
Short online Customer Pulse Surveys can be administered to your full customer base,
or to a subsample of customers. These periodic findings can then be compared your
to full-scale CX online survey metrics. Pulse surveys can also be conducted to gather insights regarding specific company initiatives from a subgroup of relevant customers.
EMPLOYEE VIEW OF THE CUSTOMER EXPERIENCE
Who knows your customer experience, brand, and market position better than your own employees? We will help you zero in on key ways to improve the customer experience directly from your associates on the front lines. This process helps ensure that your staff is working together as a team and is aligned with your brand's core values.
Through our confidential CX benchmarking program, our clients are empowered to share those unedited moments of truth in their experiences with Bishop-McCann, which inspires a higher level of trust on both sides of the relationship. As a learning-based organization, we take insights provided by Cypress Research to our team members and generate change management initiatives to better align with
client expectations. We can’t imagine our business without Cypress Research.
Rob Adams, President & CEO, Bishop-McCann
AB Mauri’s CX program is a one of the pillars of our customer-centric organization. Shining a spotlight on where, as a company, we are meeting customer expectations and exactly where we’re falling short makes AB Mauri a stronger partner for our clients. Strategic change initiatives are implemented from key CX insights, using them to fine tune our processes and products to better serve customers.
This partnership with Cypress Research gives us powerful business insights.
Rick Oleshak, Vice President Marketing, AB Mauri North America