Customer Experience Management
Take your Customer Experience to the Next Level
Customer experience doesn't improve overnight or with only one approach. We help you understand what's required based on where your company sits on the CX lifecycle, your goals and competitive alignment. Understand your strengths and weaknesses in customer experience. Analyze what your customers are saying about their experience and how you stack up against competitors. Target opportunities to deliver a more consistent experience and build loyalty.
J.D. Power Experience Management Solution
J.D. POWER DESIGN & EXECUTION
Benchmark Data & Key Performance Indicators aid in establishing performance targets and goals.
Omni-Channel and Touch-Point Feedback capture voice of the customer from web, mobile, SMS, social, email, IVR, and call center—and identify opportunities for improvement
- Benchmark survey designs
- Program methodology
- Program design and implementation
PARTNER EXPERIENCE MANAGEMENT PLATFORM
Role-Based Dashboards & Actionable Reporting provide real-time data and relevant insights, which can be used to identify strong performance as well as gaps in customer experience
- Integrated JDP benchmarks & KPIs
Service Recovery Closed-Loop Alerts addresses and resolves issues promptly to recover customers who have had less-then-optimal experiences.
J.D. POWER ADVISORY
Data Insights & Analytics are derived from feedback across the total customer journey and reveal how your customers use your products and services, identify their “moments of truth”, and position us to convert findings into actionable insights
- Internal VoC feedback
Already Have a Customer Experience Program in Place?
Are you maximizing the results? Businesses today have streams of operational, financial, and experience data. So the question isn’t whether the data exists, but whether it’s being used to drive improvements for your organization. With more than 50 years of customer experience research data, J.D. Power can help you do just that.