Customer Experience (CX) research is an essential brand growth component that enables brand teams to monitor changing customer preferences, maneuver omnichannel opportunities with confidence, and maintain a high-level strategic view of their overall CX approach.Brands that maintain a healthy CX program can use the insights to influence new product development, cultivate brand trust and loyalty, and guide their long-term growth objectives.
Customers are telling you what they want. Are you listening? We can help.
When teams achieve a holistic customer experience, they’re able to impact critical touchpoints from website navigation to problem resolution, creating a positive feedback loop that creates positive customer perceptions. The keys to a successful program are rich customer insights, strong data, and the ability for brand teams to take an honest view of what’s needed to enhance the overall experience.
Read about how to improve your end-to-end customer experience.
Customer Experience (CX) tracking tools help brand teams implement actionable strategies. Our Customer Experience Action Framework helps teams develop a deep understanding of how to convert insights into specific, measurable action plans to ensure customer needs are met.
Learn more about how to elevate your CX program with strategic action planning.
projects a year using immersive techniques + data science
quantitative surveys a year
qualitative sessions annually
countries of project experience
Expedia is constantly tapping into CSAT insights to drive in-the-moment and long-term brand growth. This recent webinar details how they do it.
Your brand and how customers or clients interact with it, is unique. There aren’t any off-the-shelf solutions that can provide the insights you need to build world-class customer service. We design a research approach based on feedback from stakeholders and customer interactions, market data, and other factors that inform the strategic enhancements that will move the needle for your brand. Collaborative activation sessions ensure your team can translate findings into actionable plans, resulting in increased customer satisfaction and revenue growth. This case study shows how improvements driven by customer experience insights led to revenue growth.
Establishing a strong bond with your customer requires a deep understanding of their needs and preferences. We help brand teams prioritize customer-centric strategies by getting them close to their customers. For example, asking customers or clients to video their routines and ongoing dialogues delivers impactful details about your brand touchpoint strategies.
By immersing themselves in the customer’s world, stakeholders (and leadership) can get an honest view of consumer behavior. This is a powerful tool in creating specific approaches that address CX issues and opportunities. Co-creating outreach strategies and maintaining ongoing dialogues further enhance this process, enabling brands to resonate more deeply with their audience and create lasting connections. Learn about 4 ways to drive customer connection.
Laying a solid foundation for a CSat program begins with establishing a stable research foundation and gaining cross-functional team buy-in to ensure goals are aligned across the organization. Alignment on goals sets a framework for gathering research insights that support brand objectives as well as team needs. It’s also important to establish schedules for CSat tracking review to adapt to shifting trends and to ensure the program delivers actionable insights in the long-term. Read our CSat guide.
Focusing on long-term attitudes and behaviors provides a more reliable indicator of customer behavior so that when customer attitudes change, or the market experiences disruption, your brand team can adapt quickly. Often, disruptions in metrics lead to temporary fluctuations in customer or client behavior, but customers revert to core attitudes and behaviors over time. Maintaining a long view offers a more accurate prediction of future actions — if you are basing the data on solid foundational research. A multifaceted approach to customer experience research supports customer loyalty and drives sales by delivering key information on customer effort, emotional connections, community cultivation, and authenticity. This comprehensive approach helps brands remain connected to their customers, even in challenging times. Learn more about how to track customer attitudes.
Over the course of many years, I count on my Radius team when it really counts for us! With their creative and customized methodologies, and their true commitment to being our trusted partner, they have helped RB make strategic and tactical decisions that move our business forward.”
