What is customer experience optimization?
It is well known and becoming increasingly critical that every touch point that your customers have with your high technology product or service impacts their decision to be acquired, retained and migrated. The core competency of EOG is an ability to identify, quantify and cross correlate your customer experience touch points for the purpose of defining current performance, adjacent impacts and required innovations. Typical touch points include retail sales settings, sales dialogues, product package design, instructions and set up processes, software installations, product hardware and software interfaces for primary and secondary interactions, upgrades, problem resolution, call center interventions, repair and replacement, and new feature enhancements. Depending on the product and service, these task segments are organized into a cohesive customer chorography profile.
EOG employs advanced statistical methods to identify and define the impact of customer experience segments in both upstream and downstream interaction value chains. These same methods are used to track and verify optimization performance based on system or product design enhancement.