blueocean's 360 DiscoveryTM approach is uniquely suited to the measurement of customer experience. Consistent with our core philosophy, our approach to measuring the "customers' experience" goes well beyond the standard customer satisfaction survey – in our world, customer experience measurement involves a cascading series of listening posts that snowball into an integrated and complete picture of what is important to your customers and how they feel about your product.
Our customer experience program is built on the following listening posts:
Qualitative deep dive with a small group of customers to understand core needs and expectations related to your category or product.
Implementation of a robust quantitative study based on the qualitative feedback that measures the performance of your product on key performance dimensions.
Human evaluation and synthesis of problem areas, dissatisfiers, and other types of customer feedback that may come in through your customer service contact points.
Large-scale social media listening and synthesis to capture what your customers and competitors' customers are saying about your products and competitors’ products in everyday, online conversations.
We combine the results from all of the above listening posts, synthesize and triangulate findings, and distill the information into a concise and organized reporting framework that allows you to quickly assess how you are performing on key customer experience drivers compared to the competition, and identify specific product improvement strategies that will directly impact your bottom line.
Our approach to determining the key drivers of the overall customer experience is based on a systematic assessment of all of your customer touch-points. Not only do we determine the impact of each of the relevant customer experience dimensions on overall experience, we flow the modeled results back to the root attributes, so you get feedback on specific tactical areas that you need to leverage in order to affect positive change.
We also take great pains to ensure that our models are properly constructed depending on the measurement environment. While many companies use standard regression approaches, we assess the fundamental stress-points related to your specific product category and depending on the circumstances apply leading edge modeling technologies such as Dominance Analysis and Shapely Value Analysis that are based on intense computational algorithms to arrive at reliable and differentiated results that can inform you on the unique contribution of each of your customer experience dimensions to the overall picture.