Customer Experience Management
Optimizing the customer experience with integrated and automated solutions for feedback management and service quality improvement.
Are you ready to take your customer experience to the next level? Customer Experience Management (CEM) is about more than just understanding your customers' product and brand preferences. It's about truly understanding how they think, behave, and interact with your company. By implementing a CEM solution, you can exceed your customers' expectations by providing personalized offers and experiences that create long-term relationships and drive referrals. Plus, you'll be able to track customer satisfaction and identify opportunities for improvement. Don't wait – start improving your customer experience today by implementing a Customer Experience Management solution.
Our Approach to Targeted Customer Experience Management
Easy Implementation
Customized solutions with flexible connection to existing infrastructures
Omni-Channel Strategy
Multi-channel approach to reach all target groups at important touchpoints
Central Platform
Continuous monitoring and management of customer satisfaction in real time
Turn your Customers into Fans
Build Unbreakable Customer Loyalty by Constantly Responding to Their Wants, Needs, and Expectations
Our CEM solutions are suitable for
- Fixing blind spots in the customer journey caused by a lack of end-to-end transparency
- Identifying issues at individual touchpoints
- Improving inconvenient, unattractive, and time/location-limited surveys
- Organizations with a lack of internal resources to set up, conduct, and evaluate satisfaction surveys
- Companies that find evaluating findings tedious and time-consuming
- Customer service departments that want to reduce response times to customer requests and critical events
Core elements of our CEM solutions
Flexible satisfaction surveys at key touchpoints throughout the customer journey
Multiple communication channels to reach all target groups, incl. service for digitization of paper-based information
Automated collection, processing and analysis of feedback
Integrated ticket service for fast and systematic case processing
Automatic real-time notifications to monitor processes and key figures
Customized reports 24/7 on predefined satisfaction indicators in one central platform for the entire organization
Customer Experience Management Solutions to Improve Satisfaction, Loyalty and Advocacy
Understand your customers like never before with these solutions
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Customer Dialogue System
Modern request management with our central Spectos RTPM™ platform to increase your service quality in a targeted manner, day by day.
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Complaint Management Solution
Turning critics into fans by effectively combining automated processes with an efficient follow-up workflow for an optimal customer experience.
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Customer Satisfaction Surveys
Collect valuable feedback from your customers for a targeted optimization of your processes and services with customized surveys.
Advantages of managing your customers' experience with our CEM solution
- Continuous monitoring and improvement of customer satisfaction through a digital, cloud-based, easy-to-use solution
- A customized CEM system that is tailored to your organization’s structures, workflows and goals, not the other way around
- Holistic approach by meshing operational data with feedback from customers
- Strengthening of brand and customer loyalty as well as long-term improvement of service quality
- Up-to-the-minute insights into customer satisfaction and critical issues
- Data-supported decision making based on end-to-end KPIs from automated monitoring
- Targeted improvement of important key drivers
- Immediate effectiveness check of quality-enhancing actions
- Early warning system for critical events to enable a timely response
- Compliance with specific quality management system guidelines, e.g. ISO 9001:2008
Spectos Services
Underlying Spectos Services to Build Your Tailored Customer Experience Management Solution
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Continuous high customer service quality is our claim. The Real-Time Performance Management platform by Spectos enables us to respond in real-time to our customers‘ assessments and ensure high customer satisfaction levels. The actions we take allow long-term quality assurance.
– Valentina Schut | Service Management Assistant | Audi Zentrum Ingolstadt -
The continuous satisfaction of our customers is our core principle at Domino’s Pizza. The enterprise feedback management solution by Spectos allows for customers to easily give their feedback based on their preferred way of communication. Management has transparency on service quality and customer satisfaction at the push of a button from everywhere and at all times.
– Dang Lan Anh | Marketing Executive at Marketing Department | Domino’s Pizza Vietnam -
Digital surveys offer the opportunity to receive prompt and timely customer feedback in a simple and uncomplicated manner. The findings also underline the results of other surveys.
– Torge Gebhardt | DSW21 | Communication and Information -
With the RTPM Real-Time Performance Management solution by Spectos we are able to streamline, connect and monitor customer satisfaction at our Customer Services Department, ensuring that we always put our passengers first.
– Nguyen Phuong Thao | Service Quality Control Manager | Vietjet Air -
The great advantage in working with Spectos for us is that we can fully outsource the satisfaction survey down to the smallest detail. In this context, we are impressed by the agile way of working, with which our wishes are always implemented swiftly and in the highest quality. The results are very detailed and self-explanatory. We feel very well looked after and are highly satisfied with the extremely flexible and professional form of cooperation.
– Andreas Reddersen | Director Sales, Customer Support | VINCORION
Spectos Solutions