Stage of the Customer Journey
Learn how iLoyal CX can help you create experiences that delight customers at every stage of their journey.
Understand why your buyers buy (or not) and how to use buyer segmentation to enhance sales efforts.
‣ Segment customers based on actual purchase factors
‣ Test and adjust Buyer Personas
‣ Ask your customers or use iLoyal CX Industry Panels
Customer Experience (CX) Surveys
Gather data at specific touch points and take action to improve the experience for both your current and future customers.
‣ Emotions and Attitudes of Potential Customers
‣ Experience, Satisfaction, and NPS for New Customers
‣ NPS, Satisfaction, and Retention for Existing Customers
Capture intelligence on what customers think about you versus your closest (and unknown) competitors.
‣ Understand attitudes and competitive preferences
‣ Know what is making you vulnerable?
‣ Differentiate where it matters to win customers’ minds
Test New Concepts and Changes
Lower the risk inherent in new product launches, product changes, service design, brand and package design and more.
‣ Focus groups and surveys for product and design tests
‣ User-testing for websites, apps, and digital experiences
‣ End-to-end insight for buyer journey enhancements
Voice of the Customer Programs
We work with you so that all stakeholders fully understand the current alignment of your customer’s needs and expectations to the current customer experience, we then redesign to the desired future state.
VoC Program Assessment
VoC Program Design
Capturing customer voice starts with identifying VoC opportunities in the customer journey, followed by design of surveys and other voice tools, and VoC program implementation.
VoC Internal Adoption Design
By leveraging dynamic CX consulting partnerships, the industry’s best CX technologies, and decades of customer research excellence, iLoyal offers impactful solutions for every organization wanting to deliver a better customer experience.
Why iLoyal CX?
iLoyal CX is the only end-to-end service suite that connects the world’s best CX consultants to research driven CX Insights while giving you the power to immediately test and deploy customer experience improvements.
Useful, usable CX Insights
iLoyal CX solutions clearly and effectively presents comprehensive information about the interactions between your business, customers and employees over the duration of your relationship.
CX Insights for every touchpoint
iLoyal CX provides you with valuable information you need to successfully manage, strategize, measure and impact all aspects of customer involvement throughout various rational, emotional, sensory and physical levels of your business.
CX Guidance for big ROI impact
The iLoyal CX program provides you with a clear guide to visualize how the customer journey, customer-brand touchpoints, and the physical and digital customer experience environments are connected.
Not sure where to start?
Begin with CX Roadmap and Strategy Development
The goal of iLoyal CX Roadmapping is outlining and guiding you through a six stage transformational journey so that your organization can successfully adopt and implement the resulting CX Strategy.
Our process establishes the foundation for a great CX strategy via a baseline CX assessment, after which we will help you design a CX Governance Structure and train employees and other stakeholders on that structure.
Next, we work with you to establish employee and customer expectations for the customer experience and journey, and design the ideal Future State of your CX.
Finally, we guide you in planning for Implementation and Alignment and deploy monitoring tools to help you assess and make necessary adjustments.