The employee next to the client

[RafiRiFat336205]

This formula: EX+CX=CX2 Customer experience (CX) begins with a pleasant employee experience (EX). Values, corporate commitments, and business philosophy are transmitted in the interaction of employees with customers. If this transmission is correctly focused, it will pave the way for the customer to an optimal experience. Therefore, the sum of the two experiences multiplies the customer experience and the possibility of having an emotional brand-customer connection that remains in the consumer's memory and that this brand is the preferred option in future transactions and recommendations.

To begin building a new metric for our business, we need a baseline. In the recent PwC Consumer Insights Survey 2019 report , the authors indicate that to build a baseline for ROX, a set of questions must be addressed: What emotional commitment do employees have with the brand? What initiatives are being followed to enhance the employee experience? Are you investing in internal influencers? How do you provide value to internal and external customers? How do you measure CX and EX? These questions, or others like them, help us at Sum Talk to define a series of KPIs to individually identify each important point in the customer experience.

ROX analysis will provide data and contexts in which a product can all india whatsapp number convert better for certain customers and will help us locate and time in which the product generates better conversion. Thus, the PwC report indicates that, in one of the ROX studies carried out, by focusing on specific points of the customer experience, "it was detected that the consumers most willing to pay higher prices are also those who own smart devices for the home, want personalized service from retailers and buy online more frequently." Welcome data on the behavior of our customers!

At the moment, there are only a minority of organizations that seriously analyze ROX to measure and improve their relationship with customers. The traditional and most widespread indicator, the NPS (Net Promoted Score), uses a single question to determine whether or not the customer will recommend the services of the company in question, and to what degree. This indicator, which lost ground in the last decade, has made a strong comeback among brands. It may not be a highly valued indicator due to its often faulty implementation. But seeing the resurgence of these indicators has a positive value , since perhaps brands today are more interested in knowing the state of the relationship with their consumers.