We connect you to your customers whenever and wherever they are ensuring they can feedback there digital experiences
regarding your product and services.
We make sure the digital experience feedback of your customers is collected fast and secure in our databases no matter the number of respondents or multimedia data structure.
We create superior customer insight as you have never experienced before by exploring, analyzing and report the digital experience feedback.
We translate customer insight into actionable customer intelligence thus providing our customers the opportunity to change for short and long term growth.
Customer digital experience management is a two-way beneficial endeavor for both customer and vendor if technically well organized and properly executed.
digital customer experiences
Lines of code
Starting with customer digital experience management means monitoring, measuring and reporting of data. This means there are a number of questions to answer before we can start like, what digital experience aspects you want to measure and why? What customer insight aspects are key for retention, loyalty and profitability? What kind of experience dialog script do we use in combination with variable fields and how do we structure the newly derived customer insight in powerful dashboards and reports. Using our best practices we will help you with the setup of a meaningful digital experience KPI metric and dashboard. Each KPI must represent an area, which is important in your business model. In our methodology we do more than scoring the Net Promoter, Loyalty, Retention or Satisfaction index. These are important factors but do not tell where to look for improvement. What we add to the experience scoring is root cause analysis. As an IT service organization or airliner, you are certainly interested if someone did not recommend you to a friend or colleague but knowing why he did not recommend you and under what conditions he would is where the real insight value kicks in. This means you have to measure on differentiating quality aspects of the service like speed, friendliness, responsiveness, transparency and quality of solution to name a few aspects. In daypart pressure cooking workshops with your stakeholders we create the ideal digital experience root cause analysis metric for your business.
Once the customer digital experience platform starts producing feedback, the volume can be massive and needs a big data approach. Depending on the customer preferences we use as well SQL and NoSQL database technology. Above all we like to work efficient and effective using proven database technology that handles all kinds of experience data formats without wasting time on expensive and time consuming activities like database structuring and schemas. We prefer that all data is stored and indexed in realtime what means that your customer digital experience dashboards represents the actual situation. It does not matter if the digital experience feedback is a quality score on speed or a free text, video or photo on a quality issue. Your insight customer dashboards and reports are conducted fast and easy because in an earlier stage we already defined the KPI metric which is now used as a sorter for all relevant feedback objects. Using the dashboards and reports for further customer insight data exploration and analytics is where the real value comes in.
at your service
Nick is founder and director of Custon. He is an experienced leader in sales, marketing and IT. During his career he worked 13 years for Hewlett Packard in senior sales and marketing management positions and was as MT member responsible for all sales operations in the Netherlands Before HP Nick worked in sales and marketing management positions at ABN AMRO, Vicorp and Infotheek. Nick studied economics at the Hague University. He has a passion for IT excellence creation, IT Business alignment - innovative and customer digital experience management. He believes that managing the Customer Digital Experience will make the difference between moderate and great companies in the digital service age.
Jordy (1983) has been closely involved in the founding of Custon. In 2005 he was approached by Nick to join Custon. Within Custon Jordy responsible for all IT matters and will ensure the continuity and security of Web services. Jordy has worked previously for Wegener multimedia and other projects at Philip Morris and Telindus. He has studied computer science at Windesheim University in Zwolle. Currently he is active in our Brazilian office in Brasilia.
On average an implementation starts with one or two workshops of half a day. During these workshops together with the customer stakeholders we define the three building blocks of a successful customer experience management program. These building blocks include the customer digital experience KPI metric, the customer experience user interface and customer insight reports. Once there is a mutual understanding and common definition of the three building blocks we will implement these building blocks in our customer digital experience platform PerformWorks™. The turnaround time of these activities is on average a couple of weeks depending on the resource availability.
The customer digital experience management solution is delivered as a managed service using the software as a service platform PerformWorks. We manage the service in our datacenter and take care for operational issues. For our clients this means they can focus on what's really important for their organization namely understanding the customer insight message, consider change options and implement service improvement. These activities are important and make the difference instead of managing the digital customer experience platform and looking after performance and continuity issues. We are flexible regarding the contract period and offer a proof of concept proposition. During this PoC proposition period the investment can come into justice and there is time for proofing of the businesscase.
Getting from poor to great customer digital experience insight is business wise. Getting from customer insight and intelligence to higher customer satisfaction, loyalty, retention and profitability is the critical businesscase driver. How to get there? As services in the internet age are depending heavily on information technology it is important to address change where it matters the most. It is no surprise that real change must focus on the digital service value chain which spans from the IT factory, to the business units down to the enduser customer. The question is how to translate customer digital experience insight into change for digital service excellence. In order to spark successful change knowledge and knowhow is needed of all relevant competencies like digital experience KPI management, customer experience management, analytics, business intelligence and IT. There are few teams in the world who master these competencies under one roof. Custon does and we are proud if we can help you. Armed with business insight and a can do mentality we support your organization in reaching the next level being customer digital services excellence in the digital age.
As being an advocate of a superior customer service experience we do not lean back and wait for a red stoplight in the SLA dashboard to popup. In line with our practice what you preach verbalism we empower you with our own solution to keep us sharp day in day out.
We give you ease of mind with respect to your most valuable customers knowing that your customer is enabled to feedback his experience with regard to any negative digital experience at any time no matter where. To do this we have a solid platform in place which is already used to support the largest organizations in Europe. So we are confident that our platform is robust and safe enough to serve your organization as well. We deliver our customer digital experience management platform as a managed software as a service platform. This means you don't have to worry about operational and technical issues. We do that for you. What you have to do is monitor your customer digital experience management portal and use the customer insight intelligence dashboards and reports to make the right decisions for your customers. If you want to use your closed servicecall's as a vehicle to collect customer experience management than the only thing we need on a regular basis is an export regarding your closed servicecall's. Our customer digital experience management service is a pay per use plan per months depending on the number of users, complexity and feedback storage volume. The onetime startup activities implies the workshop facilitated definition of the customer digital experience KPI's, user interface and dashboard portal followed by the implementation of the results in the PerformWorks SaaS platform. We are more than willing to visit your organization for a precise quotation.