The race to own customer experience is on! Customer experience research (CXR) is the process of collecting data regarding the experience customers have with a company. As straightforward as it may sound, CXR is a complex equation that goes as deep as the data will allow.
(CUSTOMER EXPERIENCE. NOUN.)
CUSTOMER EXPERIENCE IS WHAT CUSTOMERS FEEL WHILE SHOPPING, AFFECTED BY SUCH FACTORS AS HOW A STORE IS LAID OUT, THE LEVEL OF SERVICE THEY RECEIVE, AND HOW EASY IT IS TO FIND PRODUCTS.
There’s a huge gap between the experiences consumers want and what organizations are giving them. According to Bain and Co, 80% of organizations believe they are delivering a superior experience, but only 8% of customers agree with this statement when surveyed. Failing to bridge the gap can be costly which is why companies are finally recognizing the importance of delivering an experience that makes them stand out from their competition.
Business owners often fail to fully understand what a superior customer experience is worth, which is why you need a strategy that provides actionable feedback to help you make critical business decisions. To do so you need the right customer research solutions customized to your unique business challenges.
Customer Experience Research evaluates your relationship with your customers at all touch points; from initial awareness to repeat purchasing and brand advocacy. As a business owner, you can and should see your business through your customers’ eyes in order to drive meaningful changes. Customer research gives you vital insights to improve your customer centricity and reap the advantages of loyalty.
Be it customer service, product quality, or just the way the customers feel about the companies they do business with, customer experience research rises to the top of whether or not the customer will decide to keep doing business with a brand. BARE International’s proven success across industry categories stems from asking the right questions to help you address the challenges you face everyday. Questions frequented by our clients (and answers) include:
- How much are customer service issues costing my business? (BARE’s Customer Experience Research provides actionable answers.)
- Am I missing opportunities to engage my customers? (BARE clarifies the WHAT, WHERE and WHY that are missing.)
- I think we have a problem. How do I identify it? (Customized deep dives from BARE will pinpoint the REAL issue.)
- What is my online reputation costing me? (Never miss a new online review on any of 50+ platforms, all aggregated into one dashboard.)
- My sales are down and I don’t know why. (BARE’s Mystery Visit services can reveal the reasons.)
- The data is there, now what? (BARE’s Data Analytics can spot key insights hiding in your data.)
So why has customer experience research become such a hot topic today? Simply put, consumer expectations are higher, word of mouth travels faster. Downplaying its importance is no longer an option for businesses, as the voice of the customer continues to get louder and louder. It’s time to take your CXR strategy up a notch before your competition does.
CUSTOMER EXPERIENCE RESEARCH FROM BARE INTERNATIONAL
A totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer. Can you afford not to invest in customer experience research?
With over 30 years as industry leaders, BARE International was born from the need for mystery customer research at the national and global level. Today, we set the industry standard as the largest independent provider of customer experience research, data, and analytics for companies worldwide.
Each solution we offer is customized to meet your needs, providing actionable feedback to help you make critical business decisions. We treat you the way you want to treat your own customers, providing a dedicated project team to give you the attention you deserve and an infrastructure spanning the globe to provide the resources you need to understand your customers’ experiences. CXR from BARE International includes:
WHAT ARE YOU WAITING FOR?
If you have customers, BARE can help you. On any given day, BARE International is doing business for clients in over 165 countries, completing more than 250,000 audits per year. It’s time to improve customer satisfaction, employee performance and increase customer loyalty!
Because your challenges are unique, our services can be customized to create just the right research program to address your needs; So put BARE’s 35 years of experience to work for you by taking advantage of a complimentary evaluation of your business by getting in touch here today.