CX & loyalty
iq/cx©
Knowing what customers experience
Continuous monitoring of key touchpoints and their aggregated analysis using relevant KPIs provides you with comprehensive insight into your customers’ experiences. The presentation of relevant key performance indicators via dashboards enables straightforward monitoring and the rapid derivation and tracking of operational measures. iq/cx© offers you a holistic approach with a customized customer feedback system.
Your benefits
- Customer experience measurement at relevant touchpoints
- Monitoring of customer experiences based on relevant KPIs
- Real-time dashboard reporting
- Alert system
- System-integrated tracking of responses
- Controlling of implemented measures
iq/loyality©
Knowing what makes customers loyal
It is significantly more economical to retain customers long-term than to acquire new ones. Customer loyalty is therefore a top priority for companies. Behind iq/loyalty© lie not only innovative measurement and analysis tools, but also a management system for aligning all business areas with the topic of customer loyalty.
Your benefits
- Empirically validated customer loyalty score
- Operational driver of customer loyalty
- Impact analyses of customer retention tools
- Efficiency analyses of marketing tools
- Buyer sociograms and customer typologies
- Competitive advantage matrices
- Valid churn forecasts
- Balanced scorecards for internal implementation
iq/nps©
Knowing how to turn critics into promoters
The Net Promoter Score (NPS) is a key performance indicator (KPI) in many companies. However, the NPS should not only be understood as a measure of customer willingness to recommend a product or service. Rather, it also has a strategic component, as every business decision should aim to increase the NPS in the medium term. iq/nps© offers a holistic driver model for explaining and managing the NPS, taking into account both bottom-up and top-down processes.
Your benefits
- Empirically validated approach to explaining and managing the NPS
- Separate calculation of driver impacts for promoters, passives and detractors
- Churn prediction
- Impact analyses of customer retention tools
- Efficiency analyses of marketing tools
- Targeted action plans to achieve a shift in customer type (from detractor to passive to promoter)
iq/journey©
Knowing where the journey is headed
To turn your customers into loyal fans, a deep understanding of the experiences in all phases of the customer lifecycle is necessary – iq/journey© gives you the opportunity to accompany your customers on their journey in order to set the decisive course.
Your benefits
- Identifying “moments of truth” over time
- Creating the right experiences of delight
- Conducting thorough cause-and-effect analyses
- Derivation of loyalty-relevant key performance indicators
- Reviewing and re-adjusting CRM measures
- Maximum cost efficiency
Selected industries
We conduct research and provide consulting services across a wide range of industries –both in B2C and B2B. Our experts deliver intelligent answers to your questions.
Transport & logistics
Insurance
Associations
Tourism
Telecommunications
Retail
High tech
FMCG / healthcare
Finance
Energy
Chemicals
Education
Automotive
All solutions
Get in touch!
