Redesigning your customer journey Archives - Page 2 of 21

Digital Transformation Acceleration in Banking & Insurance

Like many other sectors, banks and insurance companies have been hit hard by the Covid-19 crisis, lockdown and health measures taken by the government. Today, these companies are faced with new challenges, including digital transformation. Although this digital transformation has been underway for several years, the crisis has accelerated it. This article takes a look...

Nov 23, 2020

How the Customer Experience has Changed Post-Covid

The health and economic crisis caused by Covid-19 has strongly impacted certain aspects of the customer relationship and experience. This in turn entails transformations and changes, some of which are structural. It is important that your company adapts its strategy to these changes and new customer experience standards. This article will present the very interesting...

Oct 28, 2020

Customer satisfaction surveys after an in-store purchase

The quality of your in-store customer experience has a strong impact on customer satisfaction and loyalty. If you want your business to grow, you must manage and measure your customer experience. One tool perfectly meets this requirement – satisfaction surveys, sent immediately after an in-store purchase. This article details why you should use them and...

Oct 20, 2020

Enrich your analytics solution with your Skeepers survey data

We are delighted to announce a new Skeepers feature, Tracking Analytics. This feature enables you to integrate survey data into your analytics solutions, such as Google Analytics, Content Square, AT internet, Adobe Analytics, etc. This new integration was designed to: Enrich your analysis of your website customer journey. Identify areas for improvement in these journeys....

Oct 14, 2020

Acquire B2B Clients by Measuring Customer Satisfaction

We live in a world where customer sovereignty is stronger than ever. Customer preferences, feedback and recommendations have become key brand loyalty factors. However, a large part of these considerations revolve around the end user. The B2B client, in the middle of end-customer engagement and loyalty, is often forgotten about. Yet in B2B, customer loyalty...

Sep 13, 2020

Energy sector: indicators to include in your monitoring dashboard

Does your company operate in the energy sector? Would you like to improve your customer listening to measure your customers’ satisfaction with your services? We are going to help you build your very own customer satisfaction dashboard. We will look at which indicators to include in your dashboard, and what other items to add. This...

Jul 29, 2020

Facilitate your indicator management with our new analysis module

We are delighted to announce the release of a new analysis module for the Skeepers solution. An efficient reporting system should be easy to use by your functional teams, customisable, make data as easy to read as possible, and offer flexible options for internal sharing. We designed and developed this new module based on these...

Jun 29, 2020

8 reasons to create a customer satisfaction survey

Some already understand the usefulness of customer satisfaction surveys. Others have their doubts. We have therefore listed a survey’s main objectives below. What better way to prove how essential they have become? 1 – Ensuring that you are meeting your customers’ expectations The level of satisfaction generated by a company’s products or services is the...

Jun 01, 2020

Banking & Insurance – Set up a customer satisfaction dashboard

There are two different approaches to performance management in the Banking & Insurance sectors. The first is a classic and key approach, consisting in monitoring an organisation’s financial performance using data from cost accounting and transactional systems. The second, complementary to the first, is a “customer centric” approach, based on customer satisfaction management. With this...

May 26, 2020

Multi-channel, Cross-channel, Omni-channel: what's the difference

The marketing world has changed a lot in the past few decades, with computers and then mobile phones becoming our main resources for communication and exchange. As a result of our evolution into an interconnected society, our marketing tools and approaches have also evolved into better interconnected networks, using multiple channels to communicate and sell...

May 18, 2020

Retail: Which indicators to include in your management dashboard?

In Retail, as in any other industry, process improvements require continuous performance management. You can only improve what you can measure. The main thing to consider when building a management dashboard is which performance indicators to include. If you are in Retail and wondering which indicators you should include in your management dashboard, then this...

Apr 27, 2020

Customer relationship management during a crisis: best practices

The current Coronavirus pandemic has had a severe impact on businesses. No one has been spared. Many companies have been forced to slow down or even stop their activity. Whereas others have found themselves faced with a surge of activity that they were not prepared for. In both cases, businesses’ customer relationship management has been...

Apr 07, 2020

Redesigning your customer journey

Digital Transformation Acceleration in Banking &amp; Insurance