Future-proofing the brands
that compete on experience*
*if you’re not winning on price, then you’re competing on experience
How you work, make decisions and deliver services is changing.
Whether competing for clients or talent, future-proofing your bottom line means delivering consistent experiences that meet evolving expectations.
But this is easier said than done. Firms have experience blindspots.
Bain & Co found that while 80% of executives felt their firm delivered above-average experiences, only 8% of their customers agreed. 8%!
At MyCustomerLens we are passionate about helping firms keep their finger on the pulse and future-proof their brand.
Experience a single source of truth
Today’s firms are inundated with unstructured data
Emails, verbal and written feedback, social media comments, client interviews and a variety of pulse and engagement surveys.
This data can’t be aggregated by traditional databases and CRMs, so it gets stored in different places and used by different people.
Forrester reports that between 60 & 73% of all data within the enterprise goes unused for analytics.
The result is different departments with different data and different assumptions about clients, staff or the wider market. Not only is this inefficient, it also creates huge blind spots.
Boost collaboration with a single source of truth.
MyCustomerLens puts everything in the same place to keep everybody on the same page. This reduces confusion and increases collaboration. With a shared view of experiences, decision-makers can see trends across projects, teams, clients and service lines.
Make business sense of text comments
Text comments are a goldmine of potential insights
Verbatim comments are a goldmine of potential insights. But only if you have a scalable process for making sense of them all.
But most firms don’t.
They still rely on subjective manual processes for discovering how clients, staff and the wider market feel about their interactions with the firm.
Staff decide who is asked for feedback and when. Open questions are avoided because manual text analysis is inconsistent and wastes valuable time and resources.
Now there is an alternative. Our bespoke algorithms uncover what people are experiencing and the resulting emotions.
By combining what people are talking about and how it’s making them feel, you can discover what really influences their behaviour.
The results are then summarised alongside operational data to create connected actionable insights.
Actionable insights that unleash bottom line growth
Experience leaders outperform laggards
Turning unstructured data into actionable insights requires a combination of technology and industry expertise.
We work with clients and partners to create industry-specific algorithms and role-specific dashboards & alerts. This enables us to unleash your bottom-line growth by:
- Reducing costs – reduce the valuable time and resources wasted on manual analysis and reporting
- Increasing retained revenues – react faster to emerging needs and expectations
By keeping your finger on the pulse, MyCustomerLens helps you move quickly and efficiently from insight to action.
As featured in…
What makes MyCustomerLens different?
Automatically aggregate feedback, ideas and operational data
Industry-specific text algorithms discover
what, how and why
Compare insights over time, against peers & competitors
Get started today – book an online demo
If you want to cure your data frustrations, and empower your business to make faster customer-led decisions, it’s very easy to get started.
To arrange a short online demo, please fill out the form below and we will be in touch.