Customer Experience Management from CGA

Vovici is pleased to announce that CGA is using Vovici v4 to develop customer engagement strategies for leading brands.  CGA, a leading Customer Experience Consultancy in the United Kingdom, serves major brands such as Pfizer, Ikea, T-Mobile, QVC, Citibank, Marks & Spencer, Sainsbury's and many more. 
CGA projects vary in diversity and scale from advisory services through customer insight projects to  major customer experience strategy programs that define a brand's customer experience strategy and the changes needed within the organization to deliver it.
On behalf of its clients, CGA traces every step of a customer journey, from product research through retail and online shopping to the actual purchase and afterwards, monitoring how customers feel at each interaction with the brand. From this, CGA determines where customers are satisfied and where action needs to be taken to improve their experience.


CGA's approach to customer insight is different from traditional customer research. CGA will help you understand why your customers behave the way they do, rather than simply what their attitudes are, so that you can influence their behavior to drive sales and loyalty. CGA uses quantitative research to scale the importance of customer issues, and qualitative research to really get under the skin of why customers think and behave the way they do. 
CGA can help you answer these 4 questions:

1. What value does customer experience have for your organization? CGA will audit your business and your competitors to pinpoint how and where customer experience is supporting your business goals and profits .... or letting it down. 
2. What experience do your customers want? CGA will help you discover what it is like to be one of your customers, exploring the customer journey and identifying ‘Moments of Truth'. CGA's Customer Heartbeat^TM methodology will identify the gaps between the experience your customers want and the experience you are giving them. 
3. How can you improve the value of your Customer Experience?  CGA will show you how to convert customer insight into practical things that you can do to transform how your customers feel and behave. CGA's Breakthrough Workshops^TM will generate new ideas and initiatives which they will validate with your customers and against your business objectives
4. How can you implement a new Customer Experience into the business? - CGA offers a suite of tools to help organizations build an implementation plan. Its Experience Blueprint provides a focus for re-orienting the business. CGA can formulate pilot programs, develop time plans and measure improvements through Balanced Scorecards and customer-loyalty indices. 

Of course, behind the scenes, CGA is using Vovici v4 to gain deep insight into customer's needs and expectations, informing its strategy programs and providing a cost-effective method for tracking a company's Customer Heartbeat over time.  Be sure to check out CGA's innovative methodologies.