Customer Experience (CX)

customer experience in syracuse, ny with drive research

Working with Our Customer Experience Company in Syracuse

What is CX?

Customer experience (CX) is a form of market research that aims to evaluate the journey of a customer from start to finish by measuring every specific touchpoint. CX market research is unique in that it is not one, sole project but a series of surveys and monitoring tools to obtain a holistic view of the buying patterns and behaviors of customers.

What are the benefits of CX?

The main benefit of CX research is its focus on the entire customer journey from where the customer first heard about a company to final purchase. It truly allows an organization to take a step back and shop a mile in their customer’s shoes. Customer experience research allows businesses to set the foundation for an action plan based on evidence and data. This plan of action gives organizations the opportunity to prioritize customer touchpoints most impacting satisfaction across several channels.

What is the process for CX?

Creating a customer experience program with our CX company near Syracuse is a simple process. This process includes:

  • Proposal
  • Kickoff meeting
  • Workplan
  • Objectives and touchpoint prioritization
  • Survey design, programming, and testing
  • Survey fieldwork
  • Analysis and reporting

What do the deliverables look like for CX?

Our Syracuse CX company partners with your team for a thorough evaluation of your customer’s buying journey by implementing a variety of surveys. In most of our Syracuse CX firm programs, the type of surveys include customer loyalty surveys, employee engagement surveys, and other various transactional surveys. Aside from building and overseeing fieldwork, a popular deliverable of Drive Research’s CX programs is our real-time reporting portal. This gives our clients in Syracuse and surrounding regions access to real-time, up-to-the-second survey responses and results to rectify any critical issue immediately.

How much does a CX program cost?

It’s hard to say. An estimate for a CX program with our customer experience company near Syracuse can only be provided after we learn more about your project objectives and requirements. For example, what is the size of your business? How many responses are required for each survey? What type of methodologies will we be using? Drive Research will work with you to answer these questions, with your specific needs in mind and provide a final estimate.

Interested in learning more about our Syracuse CX market research company services? Need a quote or proposal from our CX firm? Contact us today.

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