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DataNoble Measures and Innovates Customer Experience (CX)
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DataNoble is a Customer Experience Management (CXM) Research and Consulting Firm.
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Your customers' data is securely processed and distributed throughout your organisation structure, to enable a human-centric culture.
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Our professional research analysts perform in-depth telephonic interviews at a business to business (B2B) level.
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DataNoble applies a Hierarchy of Business Outcomes as a portfolio of quantitative and qualitative metrics. We find the answers to the questions you have.
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Our proprietary software allows you to interact with your research project in real time and resolve incidents as soon as they are identified.
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We apply the outcomes of our research to the key areas of concern. Together, we build a path forward to achieve the outcome of improved Customer Experience.
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The DataNoble CXM Voice of the Customer (VoC) Programme
- We collect large sets of qualitative and quantitative, direct, indirect, and inferred customer data.
- Our research programmes usually focus on CX, Brand Experience (BX), Employee Experience (EX) and User Experience (UX) data.
- We predominantly use computer-assisted telephone interviewing (CATI) as the best survey method to harvest and analyse individual comments, emotions, and perceptions in survey free-text fields. Having one-on-one conversations with our respondents enables us to develop a much deeper understanding of customer experience issues that need to be solved.
- DataNoble's has a policy of transparency with regards to the research work we do. We provide our clients with access to our Customer Feedback Management System (CFMS) dashboard. You will have access to a live dashboard, all interview recordings and response records. Our system includes an incident escalation and management function that alerts you via email whenever we speak to a customer that needs your assistance. You can work with these incidents in your team to achieve the outcome of improved customer relations.
- We help your team by communicating a consolidated view of the customers’ experiences, interactions, expectations, outcomes, and perceptions. We facilitate deep dive workshops at all levels of your organisation.
- Our CXM VoC programme is rounded off by a focus on Innovation. To this end, we use the concept Systems Thinking in the case of CX and Design Thinking in the case of UX.
The DataNoble CXM VoC Programme Phases
Customer Experience (CX) is the perception and expectations customers develop about your company through direct interaction or social communications.
Voice of the Customer (VoC) methodology is a market research process to: (1) collect and prioritise customer needs, (2) analyse the data, (3) share insight and to (4) develop and implement innovative action.
Customer Experience Management (CXM) is the discipline: (1) to understand the Voice of the Customer (VoC) needs and expectations, (2) to deploy strategic cross-functional Customer Experience (CX) optimisation programs, and (3) to develop an experience-centric organisational culture to improve customer satisfaction (surprise and delight), loyalty (retention), and advocacy (traction).
Within this context, the DataNoble CXM VoC Programme includes the following phases:
Voice of the Customer (VoC) methodology is a market research process to: (1) collect and prioritise customer needs, (2) analyse the data, (3) share insight and to (4) develop and implement innovative action.
Customer Experience Management (CXM) is the discipline: (1) to understand the Voice of the Customer (VoC) needs and expectations, (2) to deploy strategic cross-functional Customer Experience (CX) optimisation programs, and (3) to develop an experience-centric organisational culture to improve customer satisfaction (surprise and delight), loyalty (retention), and advocacy (traction).
Within this context, the DataNoble CXM VoC Programme includes the following phases:
- Journey Mapping: Identifies your customers, their Jobs-to-be-Done (JTBD) needs, and the journey they have with your company.
- Interview Research: Conduct Voice of the Customer (VoC) research.
- Data Analytics: Analyse, visualise, and discuss the data to develop new insights.
- Strategic Innovation: Collaborate through Design Thinking to proactively improve your customers’ experiences.
Journey Mapping
We create a visual map where we discover the points our clients interact with their customers.
We associate the functional, social, and emotional needs customers seeks to have fulfilled, along with the frustrations they feel when doing so. (Bertolini, 2015, HBR) |
Interview Research
In-depth personal interviews are crafted and conducted by highly skilled research analysts.
Here we collect a wealth of both quantitative and qualitative data. |
Data Analytics
With the wealth of data collected, it needs to be scrubbed, categorised, analysed, interpreted, and then visualised.
Simultaneously, important customer incidents of unresolved issues will be registered, tracked, and reported to the clients for them to take immediate action to resolve and close an incident. |
Strategic Innovation
With the analysed data, we work with our clients to design and innovate new solutions their customers will value.
A company can strategically redefine its business and catch its bigger competitors off guard. (Markides, 1997, “Strategic Innovation”) |