
Reinvent customer experiences to deliver unmet human needs and drive sustainable growth. From new customers in the honeymoon phase to loyalists who desire appreciation and doting, our holistic Enterprise Feedback Management (EFM) platform integrated with our Customer Experience Program measures, analyzes, and reports at every stage of the customer journey. Every touchpoint is connected, measurable and actionable taking experience management to a new strategic level. We make sense out of the plethora of data to connect the dots and provide closed-loop feedback and roadmaps between the customer’s moments of truth, employees, and stakeholders.
We understand that customer experience research needs to be agile and continuous. Using a combination of our expert strategic consulting services and industry leading software technology partner Forsta, we transform the objectives of your CX program into near-term goals that set the path to accelerated ROI.
CMI’s designs an end-to-end customer experience that helps you understand your customers through a comprehensive and agile experience measurement system.
The End-to-End Customer ExperienceComponents of CMI's EFM platform
Measure
- CX Tracking
- Closed Feedback Loops
- White Labeled Domains
- Audio Open-Ends
- Triggered Alerts
- SMS & Email Invites
- Data HUB
- Advanced Data Automation
- Store Design
Experience
- Ethnographies
- CX Journey Mapping
- Day-In-the-Life
- Moments That Matter
- Shop-Along
- Focus Groups / IDIs
- CX Digital Diaries
- Guest Dinning Experience
Strategize
- Pricing
- In-Store Insights
- Segmentation
- Switcher / Churn
- Basket Size
- Cannibalization
- Shelf Optimization
- State of the Market
- Guest Dinning Optimization
Visualize
- Visually Crisp PowerPoints
- CMI Viewpoint™
- Crosstabs With PPT Export
- Video Recaps
- Infographics
- Digital Magazines
- Executive Presentation Decks
- Tableau Custom Dashboards
Capabilities
- Customer Journeys
- Customer Satisfaction & Loyalty
- EFM
- Immersion
- Online Communities
- Niche Audiences
- Tracking
- Viewpoint™