Customer Experience Management
What makes up your customer experience? Focusing on brand, loyalty and the touchpoints that drive experience, our statistically precise approach gathers, hears and acts on the voices of your customers.
Through dozens of successful customer experience consulting engagements, MCorp has developed a structured approach to mapping the customer experience—focusing on the aspects of brand, customer touchpoints and customer loyalty that affect it—that's been extremely effective at helping our clients increase revenue and reduce costs by improving brand and customer experience.
Because "customer experience" is made up of a complex set of associations and experiences, our Customer Experience Mapping tools complement our consulting services by: quantifying the associations that make up experience, identifying gaps, and prioritizing improvement. Encompassing all aspects of customer experience improvement, they include:
Touchpoint Mapping®
Identify, measure and prioritize the individual customer touchpoints that form the basis for all customer experiences.Brand MappingSM
Capture, rate and rank perceptions of your brand in the context of your market, your competition, and what your customers value.Loyalty Mapping®
Quantify customer satisfaction, loyalty and advocacy by segment, and identify the drivers that can improve performance in these areas.
Separately or together, the proprietary methodologies which make up our approach to Customer Experience Mapping are structured to help companies focus efforts on individual areas which can drive the greatest value, based on their own unique needs, priorities and business objectives. From customer experience strategy and design to prioritized roadmaps, our approach is tailored to your company's needs.