Do you have a stand-out brand?

Customer experience is now the number 1 way that many businesses differentiate their brand and offer.

Whether you call them clients, customers, members or stakeholders, your brand is what they see and feel, not what you tell them. In other words, you need to see your firm 'outside-in', from their perspective. Their perception is your reality and differentiation hinges on being able to see their point of view.

Your firm is making brand promises every day. In proposals, marketing materials, client meetings, testimonials etc. These promises and those made by your competitors are evolving your client’s expectations.

‍ Stand-out brands minimise the gap between brand promises and client reality. But how do you know where the gaps are?

The Pain of Perception Gaps

What is the brand perception gap? It’s when your client’s experiences with your firm don’t match what the firm promises it will deliver. These gaps occur when insights about the client experience don’t flow freely around the firm.

The causes include:

• different teams using different questions
• only measuring experience at the end of a project
• questions only being asked of ‘happy’ clients
• teams retaining old assumptions about what clients expect
• decision-makers have an 'inside-out' view of client needs

When your client's reality matches your brand's promises, your clients are more likely to give you testimonials, referrals and incremental business. So how do you discover and close the perception gaps?

Aggregate feedback in real-time

We believe you shouldn’t have to restrict how you listen to your clients. You should be ready to listen wherever and whenever they choose to share their experiences.

So MyCustomerLens automatically gathers up your different sources of feedback. Internal surveys, external research, interview transcripts and social media comments are all summarised in one place. For further context, overlay operational data like client revenues.

‍ Benefit: align the whole business, so everyone stays on the same page.

‍ MyCustomerLens makes it easy to see the full picture of client experiences. In one place, everyone can see what clients experience now, and what they need next. Not only does this keep all your decision-makers on the same page, but it also frees up your employees’ valuable time.

Challenges

With the business world changing at such a rapid pace, traditional approaches to client listening are making it harder to stay in the know. To stay relevant and competitive, forward-looking firms are seeking solutions to four connected challenges.

Always-on client listening

MyCustomerLens delivers continuous feedback intelligence by aggregating all your client-related feedback and summarising it in real-time.

This frees up your valuable time and resources to make faster and more informed decisions.

Unified

Collect & centralise both formal & informal feedback from across the business.

Automated

AI-driven analysis instantly makes sense of unstructured text data.

Real-time

Combined insights are shared and benchmarked across the firm.