Customer Experience Measurement

Website Evaluation & Feedback Seminar Feedback and Registration Course Feedback Customer Tool Assessing Needs for Special Diets Recruitment Tool Customer Experience Measurement (TCeM) Study LifeCycle Management Solution (SLM) Reputation Radar for Stakeholder Management Employee Welfare Management (TEEMS)

The TCeM system solution offers firms the crucial insights to the customer’s journey — from the point of expectation building through interaction stage (the phase of actual experience with a firm’s services or product) to the final point of reflections.

TCeM system solution makes it possible for firms to create detailed customer profiles, map & track and view the whole customer experience life cycle, and to draw conclusions on the whole picture. By combining the benefits of TCeM shared questions and Contact information precise profiling you can view the total customer experience history very extensively and get comprehensive information about the customer behavior - We Help you Know Your Clients Better!

Customer Experience Management (TCeM) solution covers both the Development of Customer Care Model (1) and Customer Experience Measurement (2).

TCeM content structure

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Folder	No of questions
1. Internal Review: Development of Customer Care Model
1.1 Current Customer Service Strategies Review (Superiors and Management) Demo of Information Gathering
1.1.1 Organizational knowledge of customers experience touch points	5
1.1.2 Service intelligence practices	3
1.1.3 Measuring the organization's reputation	2
1.1.4 Service strategy	2
1.1.5 Service culture	1
1.1.6 Using the feedback	5
1.1.7 Thanking the customers	3
1.1.8 Other open feedback	1
1.2 Corporate employee strategy in customer service Demo of Information Gathering (Employee version) Demo of Information Gathering (Superiors and Management version)
1.2.1 Empowering the employees	2
1.2.2 Training and education	5
1.2.3 Internal service	4
1.2.4 Motivating the employees
1.2.4.1 Current motivation	2
1.2.4.2 Organization's role	4
1.2.4.3 Rewarding	39
1.2.5 Evaluating and development of employee welfare	1
1.2.6 Other open feedback	1
1.3 Review of organization's customer knowledge (Superiors and Management) Demo of Information Gathering
1.3.1 Demographic knowledge	9
1.3.2 Application of demographic information	2
1.3.3 Knowledge of customer views and opinions	6
1.3.4 Purchase motives	3
1.3.5 Customer loyalty	4
1.3.6 New sales opportunities	3
1.3.7 Other open feedback	1
2. External review: Measurement of Customer Experience
2.1 Seeking information (Clients) Demo of Information Gathering
2.1.1 Medium	1
2.1.2 Rating the marketing message	9
2.1.3 Easyness of receiving information	1
2.1.4 Meeting the customer needs	3
2.1.5 After the information	3
2.1.6 General experience	1
2.1.7 Other open feedback	1
2.2 Price, discounts and payment (Clients) Demo of Information Gathering
2.2.1 Price	5
2.2.2 Discounts	2
2.2.3 Payment methods	3
2.2.4 Other open feedback	1
2.3 Purchasing experience (Clients) Demo of Content
2.3.1 Recognizing the customer needs	5
2.3.2 Company staff	11
2.3.3 Packaging and display	2
2.3.4 Available choices	3
2.3.5 Personal fit	3
2.3.6 Overall attractiveness of product/service	19
2.3.7 Payment	3
2.3.8 Shipment	2
2.3.9 Other open feedback	1
2.4 Post-Purchase experience (Clients) Demo of Information Gathering
2.4.1 Meeting the expectations	1
2.4.2 Installation and setup	4
2.4.3 Usability	2
2.4.4 Support	2
2.4.5 Guarantee	1
2.4.6 Repairs	4
2.4.7 Recycling	1
2.4.8 Customer Complaints	5
2.4.9 General posti-purchase experience	1
2.4.10 Other open feedback	1
Total:	179

TCeM Enterprise option: External/internal Business Intelligence integration

The Total Customer Experience Management Solution running on Intres Tool Enterprise Edition handles both external and internal business intelligence: you can get to know the customer’s experiences but also connect the customer with his transactional data via CRM connectivity. Combining of internal and external business intelligence* helps you to make decisions based on solid evidence:

• You will learn how the customer experience will show off in transactional data in the long run.
• You will gain undisputable facts about the effects of experiences to business profitableness.
• You learn to set the targeted level of customer experience for each brand (according to the brand promise).
• You will find out what is the optimal level of customer experience to gain targeted combination of market share and profitableness.