Mind the Gab – get insight your customer’s expectation and experience

CXMnow is becoming the market standard for measuring customer experiences in B2B and B2C markets and transactions. With a simple three step process: define touchpoints, select questions and delivery method, everything in your local language, and within days the combined experience rating is visualized in our unique reporting panel.

‘CXM’ is Customer Experience Management – as the name suggests, our goal is to understand the customer’s experience and manage it better. We are focused on collecting customer reviews and analyzing them so that we know the gap between a consumer’s expectation and reality is. Only if we understand this difference between experience and expectation will we be able to provide them with quality products and services to their satisfaction!

When we take note of the customer’s experience with the company about a product or service, we offer the company the option of sharing this review. The review can be shared on different social media platforms like Facebook, Twitter and the like – the company can also choose to have the rating sent over e-mail or text message to their other clients.

Apart from sharing a customer’s reviews with other clients, the scores that each customer provides on a company’s performance is added to an overall Index. The CXMnow Index, thus, becomes a catalogue of company workings; analysis of a company’s standing in the market can be done easily, to the point that the CXMnow Index has become the standard in B2B and B2C transactions! We also send companies details on any negative ratings they may receive. If a client leaves a ‘complaint’ by scoring a company low or providing a dissatisfactory review, we will notify the company so that they can identify where they’re lacking and then fix it for future customers!

The CXM Index, thus, is a direct benchmark for all companies – it is something they can use to measure their own performance, both in relation to their own previous work, as well as that of their competitors’. The CXM Index can be analyzed down to categories, times intervals and the like; it provides an excellent platform to find out what’s good about the company and what needs to be worked on! For companies that don’t directly work with customer experience, we perform the service of middleman; customers take five minutes to tell us what they think and we ensure it reaches the right ears, thus acting as differentiator in competition.

In the end, we are all about understanding the gap between what the customer wants and what he’s actually getting – we are a place to identify and then begin bridging this gap.