Utilizing a customer-centric approach in your questionnaire development process ensures that your VoC survey incorporates your customers’ perspective. This will help you better understand what questions to ask, how to ask them and when. This is fundamental to the success of any CX program. A customer-centric approach in your questionnaire development process ensures that your VoC survey incorporates your customers’ perspective, enabling you to better understand the customer journey.
A customer journey map is a visual representation of how your customers interact with your brand. Maru/edr uses advanced customer journey analytics to help you devise more effective customer experience strategies for your brand. A consistent CX experience across all platforms is essential. Maru/edr are CX experts, so leverage our knowledge to find out how customers rate CX when interacting with your brand.
Learn which CX points your customers are associating with their experience
Determine the relevant metrics to track over time
Co-create VoC surveys with your customers
Understand how your customers approach a particular interaction with your brand
Learn what actions are they taking to move themselves onto the next stage in their journey
See what motivates your customer to keep going to the next stage
Find out which emotions are they feeling and why they care
See if there are uncertainties, jargon, or other issues negatively impacting your customers' journey
Determine how your customers prefer to approach this journey
Operationalize the real, practical changes you need to make to delight your customers every time you interact with them
Understand the key moments-of-truth for your customers and how are they evaluating them
Learn which aspects of the experience are positive and negative
Find out which attitudes and emotions come into play