how your customers value your products
With that in mind, managing customer perception is one of the most important things brands should be doing. EBGC can help you to better understand how your customers value your products and services and
can guide you towards performance improvement.
Performance can be benchmarked against the competition where feasible. This approach enables the clients to understand their customers’ priorities, measure how their business delivers to meet these needs and to target resources to improve these areas of the experience.
The Customer Experience Report is an advanced monitoring tool which focuses on five core elements:
Brand – Your defined attributes and values vs. Internal/external customer expectations
Product – Split features/attributes vs. Performance/experience
Customer Support – Email vs. Phone – response times, call abandon rates, quality of service, call routing and resolution
Value – Pricings and odds
Marketing – Brand understanding, acquisition and retention
The Customer Experience Report will allow you to best understand how your target audiences comprehend and value your products and services, helping you in turn to evaluate and optimize your efforts and actual performance.