Uncrowd

Customer journey mapping is a pain. Not enough detail, unreliable data, locations all over the place. Here's how we help with all that. 🏖

Are you having a nightmare? 😱 DROWNING IN DATA! You have oceans of data on customers, but no way to extract insight showing next best moves or strongest investments. 🌞Uncrowd uses competitor gap analysis to highlight pain points and places you are best in sector or lagging behind. 😱 CUSTOMERS ARE LYING TO ME! What customers say and what they do is often different: you can’t reliably base action on feedback scores. 🌞Uncrowd uses swarm observation to collect unbiased data on the customer journey. No recall. No opinion. Reliable data. 😱 COMPETITORS ARE MYSTERIOUS STRANGERS! Without data on rival customer experiences, you don’t know what to change to win more customers. Uncrowd collects the same data for you and your competitors, and your customer journey map directly compares you point by point across the customer journey. Sleep better at night with Uncrowd. 🌞

Customers don’t complain about 🤷♂️ MEH. They don’t notice it. Why is that a problem? Because your 🤷♂️ MEH might be competing against your rival’s 🤸♀️ AWESOME! ’ One of the problems with survey-based customer analytics metrics is that although they can find big problems in your CX – delays, frustrations (the bad stuff customers respond to surveys to complain about) they’re often silent when things are average. And if your rival is 🤸♀️ AWESOME at those points, you’re losing conversions or losing customers altogether, maybe without knowing why. So how do you spot the 🤷♂️ MEH in your CX? You compare your CX to your rivals using Uncrowd's Relative Attractiveness metric. Point by point, across the customer journey. "Are we better here? And here? How about here?" When you can get your hands dirty digging into the data on those comparisons with the Uncrowd platform, you see the spots where your rivals do 🤸♀️ AWESOME to your 🤷♂️ MEH . And you bring the change.

5 reasons to use RELATIVE ATTRACTIVENESS to measure CX: 1. BENCHMARK CX AGAINST RIVALS 📏 Relative Attractiveness measures your proposition against competing propositions. It gives you contextual data on what rivals are doing and what customers prefer about them. 2. ELIMINATE CUSTOMER FEEDBACK BIAS ❌ Customer surveys are unreliable: cognitive bias makes us bad at judging past actions and predicting future actions. Relative Attractiveness replaces surveys with objective swarm observation of the CX environment, building a clear picture of the customer journey. 3. TELL BETTER CUSTOMER STORIES 🤠 Traditional segmentation struggles to explain customer decision making in varying circumstances. Relative Attractiveness replace segmentation with Customer Story. That’s the solution sought by the customer + their mindstate at the time. 4. Get ACCURATE CX PREDICTIONS 🔮 Survey metrics give limited insight into how a customer will act in future. Relative Attractiveness recognises that your appeal to customers varies over time. It delivers predictions on how a customer will choose in different contexts. 5. SIMPLIFY YOUR DATA 🔵 It’s hard to build a full picture of the customer journey with data siloed across channels. Relative Attractiveness uses a unified collection method that measures all channels using the same criteria. It highlights gaps in a comparative journey map.

A great breakdown of the useful concept of Customer Story from Ryan Boulter .

CCO Challenges - 10 challenges and solutions in Customer Experience 1️⃣ TOO MUCH SHODDY DATA 🤔 Challenge: Companies collect swathes of customer data but don’t have the tools to link it to strategy. 💥 Solution: Switch from surveys to large-scale observational data on CX. Detailed + objective = actionable. 2️⃣ UNRELIABLE SURVEY RESULTS 🤔 Challenge: Customer surveys are subjective, amplify loudest customers and can be gamed by staff. 💥 Solution: Stop basing strategy only on surveys. Collect objective observational CX data to build a detailed picture. 3️⃣ NPS SCORES NOT LINKED TO PERFORMANCE 🤔 Challenge: Profits fall, NPS stays the same. What can you do with that? 💥 Solution: Move to a metric like Relative Attractiveness that doesn’t rely on asking customers what they think. 4️⃣ HARD TO PRIORITISE INVESTMENT 🤔 Challenge: Feedback scores don’t show where to invest first to make the most impact. 💥 Solution: Use a comparative analytics metric: see where you’re behind rivals and where to invest first. 5️⃣ NO EXEC BUY-IN 🤔 Challenge: Stakeholders unwilling to change from legacy systems. 💥 Solution: Use customer surveys so that customers still feel heard, but bolster with a customer journey metric. 6️⃣ NO PAIN POINT IDENTIFICATION 🤔 Challenge: NPS doesn’t nail down pain points + you don’t know which pains customers will tolerate. 💥 Solution: Use Relative Attractiveness to measure friction & reward in CX - pain points and balancing positives. 7️⃣ CAN'T SHOW ROI 🤔 Challenge: Hard to show results from any CX investment in your data. 💥 Solution: Measure your actual CX - what customers encounter in store. Improvements easily tracked. 8️⃣ DATA SILOS 🤔 Challenge: Data across channels and locations hard to collate for full picture of customer journey. 💥 Solution: A unified collection method that measures all channels using the same criteria gets rid of data silos. 9️⃣ OMNICHANNEL INCONSISTENCY 🤔 Challenge: Hard to build a unified experience across different channels. 💥 Solution: Relative Attractiveness compares channels and highlights gaps in a comparative journey map. 🔟 NO CX BUDGET 🤔 Challenge: Sales-led culture makes it hard to secure budget for CX. 💥 Solution: Relative Attractiveness is sales-led - make your offer more attractive to steal sales from rivals. It's time for a new kind of customer experience measurement - get in touch if you'd like to know more.

Winning customers is often about finding tiny performance improvements that seem insignificant along but that put together create a better customer experience. Uncrowd is how you identify those improvements.

♻ Do your sustainability practices make customers choose you more often? Nearly half of Kingfisher plc's total revenue now comes from Sustainable Home Products it was announced this week. The company is also introducing a new Green Star symbol to draw customer attention to sustainable products in stores like B&Q. Great progress for this DIY giant. Ideally, your sustainability initiatives should improve the customer experience, making people choose you more often. Good for the planet, good for profits. But it's hard to measure what impact sustainability measures and messaging have on the customer experience. 👛 Are customers aware of your sustainability offers? 👛Does that knowledge influence them to choose you more often? The answer (maybe surprisingly) isn't to ask customers. How customers say they shop and how they actually shop are often different, so asking them how sustainability influences their actions is unreliable. The answer is to measure the real CX environment (yours and the competition) logging all the tiny signals that customers encounter, notice and react to when they shop. This kind of factual data tells you: ♻ whether sustainability messaging in store is clear ♻ how your messaging compares to rival stores Uncrowd does this using swarm observation, a large number of quants recording factual data in stores, which is then built into a data view of the customer journey in our platform.

You're building amazing customer experiences, but are customers noticing? 🤔 Here's how to measure that.

Imagine you're trapped with us in an elevator. And we've brought a PowerPoint. 🤓