With nearly 20 years of experience in customer satisfaction and loyalty measurement, PROOF Insights has developed a methodology that minimizes customer effort, enlists internal organizational support, and offers directly measurable customer sentiment by event type and its associated internal process.
Event tracking becomes an integrated quality management system that tracks quality (performance relative to a standard) as a function of customer and staff experiences.
Time series data is highly indexed and connected through events, making it valuable for training algorithms and automating tasks while identifying persistent issues.
Creates high-quality, validated data optimal for training deep learning algorithms, enabling reliable automation of customer communication management strategies.
Event-Driven CS creates an event ID for tracking
Gathered through online form, includes NPS score
Pre-determined rules establish the right employee
Event is routed according to its classification
Root cause information, resolution/status assigned
Over the last 50 years, customer focus has evolved from internally facing processes to externally facing processes, with customer experience measurement becoming the new standard.
Traditional Six Sigma approach focused on internal process optimization and statistical quality control methods.
Evolution to customer-focused measurement including satisfaction surveys and loyalty tracking programs.
Modern approach capturing real-time customer experiences through event-based measurement and analysis.
The Event-Driven Customer Experience Management System provides data curation and actionability for customer satisfaction and loyalty measurement data.
Advances in artificial intelligence require high quality data for algorithm training. Poor training data introduces errors, causing algorithms to perform inadequately.
The validated data collected through Event-Driven CX can be used for fine tuning LLMs to more effectively automate your business-specific root cause analyses.
Understanding how memories are generated helps explain why the Event-Driven Customer Experience Measurement System is designed to record events and their details from both customer and internal staff perspectives.
Memories driven by our values, beliefs and knowledge. These memories are unrelated to events or experiences and relate to facts, meanings, and concepts.
Information stored relating to episodes or events that personally happen to us. These memories are contextual and known for their ability to affect our behavior.
Anytime customers have experiences, episodic memories are created and stored. Everything is an episode. Every interaction, every time.
These episodic memories have tremendous power in their ability to affect perceptions and generate emotional connections that stick. The episodic memories that are recorded are recalled by the customer whenever they are at the crossroads of repurchase or recommendation.
"When customers reflect on whether to repurchase or recommend, it is the details of these events they will recall and the perception of these events which will make their decision."
Event-Driven Customer Experience Measurement enables managers to eliminate long, tedious satisfaction systems and quickly understand the processes that generate customer loyalty.
Eliminate long satisfaction measurement systems and get immediate insights into customer experience drivers.
Identify which internal processes have the greatest likelihood of affecting negative changes in customer perceptions.
Enable corrective action to be more focused with results that are directly measurable and actionable.
Gain clearer picture of interaction components through analysis of comments from both Internal Recorders and Respondents.
Create high-quality, validated data optimal for training deep learning algorithms and automation systems.
Enable positive brand identity by helping companies keep their promises to customers through experience optimization.