Customer Experience
Kantar has redefined Customer Experience
Enhance engagement with Customer Experience solutions
Build emotional customer connections with signature brand experiences to predispose more people to your brand, build resilience for stronger customer retention and merit a higher value proposition.
Traditional CX frameworks only measure experience-based loyalty to retain existing customers and increase share of wallet. That’s valuable – but we go a step further.
We measure an experience for Performance, Preference, Meaningfulness, and Difference. When experiences score highly across these dimensions, they:
- Become part of the brand identity
- Build predisposition and make the brand incredibly attractive for both existing and new customers
Brands who improve their experience are 2.5x more likely to significantly increase market share
Meaningfully different experiences help reduce churn by 50%
Strong emotive consistency contributes 13 points more to brand difference
Our Solutions
Get fast, robust, and affordable insight into the impact of your customer experience on your brand.
ExperienceEvaluator on Kantar Marketplace (link to KMP EE page) helps you identify and strengthen customer experiences across all touchpoints, making them more meaningfully different to set you apart from the competition and enhance your brand equity.Key Features
Fast, affordable insights
Use rapid customer feedback to refine your offer at a competitive price with results in as few as four daysSuperior sample quality
Ensure trusted outcomes with Kantar Profiles’ advanced fraud protection technologyCompetitive context
Evaluate your performance against competition across all metrics to enable strategic improvements
Build a strategic roadmap that unlocks the power of your brand through customer experience.
ExperienceStrength provides a clear understanding of the overall strength of your relationships with customers and how experiences are contributing to brand building. By integrating Kantar’s Meaningfully Different and Salient framework, we assess the impact of experience on brand strength and identify where to focus to deliver meaningfully different experiences.Key Features
Predispose
More people to expand your customer universe by bridging the gap between strategic brand promise and tactical experience deliveryBuild
Resilience for stronger customer retention by identifying the emotional tonality that experiences create and diagnose how they drive brand growth with validated KPIsMerit
A higher pricing proposition by cultivating a loyal customer base willing to pay for your brand by consistently delivering meaningfully different experiences
Transform your customer experience by leveraging your Voice of the Customer programme to deliver Meaningfully Different Experiences.
Capture customer signals at scale and put the data in the hands of people that can make a difference, in partnership with leading platforms via intuitve AI-powered dashboards. Assess your Voice of the Customer programme based on a standardised framework with a clear roadmap for improvement.Key Features
Capture
Customer signals at scale using AI-powered technology and put the most meaningful data into the hands of people who make a differncePrioritise
And design experiences that will drive acquisition and retention, and better convert brand predisposition.Minimise costs
To serve and maximise profitabilty by building customer lifetime value through targeted meaningfully different experiences
Create signature customer journeys that deliver a coherent and memorable brand experience in the moments that matter.
Identify and own the moments that matter along the customer journey. Imprint your brand within these moments to scale salience, and embed and commercialise customer journey thinking within your organisation.Key Features
Reduce
Get experiences right the first time and every time to reduce the costs of redressal, and create recruitment opportunities with new customers whilst enhancing retentionDepth
Add depth and nuance to your customer journeys through deep human insight on the intangible elements of the customer journey, powered by Kantar's Behavioral Science and Cultural Insights expertiseCreate
Create action-oriented customer journey outputs that are intuitive to understand and easy to socialise within the organisation powered by Kantar's data visualisation and storytelling expertise.
Understand and leverage the value of each customer experience touchpoint using advanced AI infused analytics
Implement advanced AI-driven methodologies to precisely enhance CX coverage across the customer database. Analyse the drivers of CX that impact customer satisfaction and create growth scenarios via simulation. Evaluate the return on investment (ROI) resulting from your experience initiatives.Key Features
Utilise
Advanced algorithms to accurately forecast essential KPIs for customers not included in your data. Extend the coverage of key KPIs to encompass 100% of your customer base, offering a comprehensive view of CX across the entire customer population.Leverage
The ability to assess and influence customer experience through analysing customer and brand data. Create scenarios to focus on the key priorities for your customers driving enhanced customer experiences.Understand
The direct correlation between improved customer experiences and increased profitability. Identify the most effective CX strategies, optimise resource allocation, and make informed decisions to maximise returns on your CX investments.
Key Features
Utilise
Advanced algorithms to accurately forecast essential KPIs for customers not included in your data. Extend the coverage of key KPIs to encompass 100% of your customer base, offering a comprehensive view of CX across the entire customer population.Leverage
The ability to assess and influence customer experience through analysing customer and brand data. Create scenarios to focus on the key priorities for your customers driving enhanced customer experiences.Understand
The direct correlation between improved customer experiences and increased profitability. Identify the most effective CX strategies, optimise resource allocation, and make informed decisions to maximise returns on your CX investments.
Perspectives
Introducing ExperienceEvaluator on Kantar Marketplace!
Get fast, robust, and affordable insight into the impact of your customer experience on your brand