BEYOND THE SCORE
Sure. Everyone wants to narrow down CX success to a single question. Our 30+ years of improving companies’ CX tells us the single question—whether NPS / CSAT / CES … is just the starting point. Success requires going beyond the score to defining why this score is occurring by linking the score to all of the company’s departments. Only through this linkage between the customer experience score, and the causes of this score up and down the value-chain, can the accountability and continuous improvement required for sustainable CX success occur.
CUSTOMER EXPERIENCE (CX)
Know your customer's journey's
INTERNAL EXCELLENCE (IX)
Value-chain accountability to the customer journey
OUR PLATFORM
From lead experiences, to product quality, employee engagement and internal department excellence, the ROAR CX and IX platforms provides the customer experience and internal department performance insights required for clients to win.
CUSTOMER EXPERIENCE
Customers' journeys can be complex.
Where other CX companies standardize, we personalize the journey to the customer and to the business, identifying customer's reality and requirements to provide our clients insights to win and retain relationships.
INTERNAL EXCELLENCE (IX)
Customer-facing teams face increasingly demanding customers.
Being consistently successful meeting customer needs requires the departments supporting frontline teams to be aligned to their needs.
From sales and marketing, to product development, quality and aftersales—all departments have a role in customer success.
ROAR, as an experienced, but objective third-party creates internal department accountability by helping clients define, monitor and improve the connections between CX success and internal department performance.
We support FMEA, PDCA, and other improvement methods required for internal departments’ input excellence to support desired CX outcomes seen in NPS, CSAT, or CES.
That is how we go beyond the score.
