Experience optimization is the process of using inter-connected transaction data to analyze the service process as one holistic package of perceptions.
Every customer interaction presents an opportunity to promote an emotional connection to your brand. Whether the contact is through your website or at your cash register, a stream of data points are generated which, when read correctly, paint a picture of the customer experience. Using statistical and optimization tools, OWL can determine which touch points are delivering real value, which need tweaking, and which are unnecessary.
Most companies deliver products and services through fragmented operational silos. As an example, the front desk of a hotel will rarely interact with the restaurant staff unless there is a problem. But managers often overlook the fact that customers only perceive one brand and thus one coordinated or dysfunctional experience. By following the customer’s data footprint, OWL can expose the areas where negative signals are dissuading customers spend and loyalty and we can reveal where committing resources would yield the most immediate and long term impact.