ExM Customer
ExM Customer takes a 360° view of the total customer experience to identify and prioritise the specific areas that drive customer loyalty and ultimately affect a brand's profitability. ExM Customer uncovers both the rational and emotional drivers of customer behaviour using a proven, reliable, fact-based approach. With ExM Customer, Synovate takes the mystery out of measurement and focuses on fast, efficient delivery of actionable insights to improve your business results.
Road-tested theory applied
Using a simple yet powerful causal model, ExM Customer defines and tests the cause and effect relationships between customers' interactions with your offering and their loyalty to your brand. Grounded in theories of consumer behavior and years of practical application, ExM Customer gives you strategic insights about the degree to which your customers' loyalty is driven by the heart (emotional) rather than the head (rational) and tactical insights about which specific aspects of the customer experience you need to focus on to improve your business results.
A Focus on Efficiency
In today's fast-paced global environment, you need accurate, compelling information to make critical business decisions – and you need it right away. We've designed ExM Customer from the ground up with efficiency as our mantra. Our experience across a multitude of industries and categories ensures that we can design and execute an ExM Customer programme quickly using proven models and methods. Results from multiple data collection modes (Web-based, telephone, mail, in-person, etc.) are fed directly into analytic tools and online reporting systems that put actionable information at your fingertips and on your desktop when you need it.
Putting Research to Work
The money you spend on customer research is an investment and your ROI depends upon your ability to put research information to work. Our Synovate Customer Experience consultants have helped countless clients around the world get the most out of their investments by getting the right people in your organisation focused on the right things to improve customer loyalty. With ExM Customer, we can provide the methods, models, people and processes to help you manage the customer experience and create passionately loyal customers.