Listen, understand and take action – this could be the mantra for success in the future. What may seem simple and obvious is anything but easy to implement. That would involve offering customers positive experiences along the entire customer journey. However, this can only be achieved if a company really listens to its customers, understands what they have to say, and then takes action. That is experience management. Listening means using all available touchpoints. Taking action means designing all touchpoints on the basis of understanding. If this does not meet the customer’s expectations, the consequences are immediate when they choose the competition. This happens relatively often without any reasons being given.
To minimize this risk, it is necessary to be aware of customer experiences and feedback at various touchpoints along the customer journey. They should be queried and evaluated directly and via the right channel so that the right conclusions can be drawn for necessary optimization. Customer needs must be precisely identified and offers at the touchpoints adapted accordingly. Xella, a manufacturer of building and insulating materials, has launched a customer experience management initiative based on Qualtrics. Processes and offers should be controlled and optimized in a targeted manner within the framework of customer feedback.
Our MHPDeepDive “Customer Feedback Is the New USP” presents the customer experience management project together with Xella. In the future, the aim is to collect and analyze feedback from customers at the various touchpoints along the customer journey. Let us explain how this can be achieved using the Net Promoter Score and show how it is specifically implemented at Xella, which is carried out in several phases on the basis of Qualtrics and a well-integrated solution with the SAP CX portfolio used at Xella.
Here’s what to expect in our MHPDeepDive:
- We will present the customer experience management initiative of Xella, a manufacturer of building and insulating materials.
- You will learn how to use customer feedback and the Net Promoter Score to manage and optimize processes and offers in a targeted manner.
- We will demonstrate the specific implementation at Xella based on Qualtrics as well as SAP CX.
Speakers:
- Michael Ulmer, Head of Customer Experience at Xella
- Lars-Hendrik Hesker, IT Consultant + Projektleiter, at Xella
- Linda Stadler, Customer Success Managerin, Qualtrics
- Thomas Ostermeier, Senior Manager, Customer Experience at MHP