PRESENCE has been helping brands and companies to measure their customer experience and implement their action plans for 50 years. In a context of omnichannel development, the points of contact between your customers and your teams are multiplying (physical network, telephone exchanges, virtual chat, etc.). All of these exchanges contribute to the construction of the customer experience and satisfaction. Today, this experience is shared on the Internet and customer opinions are widely published on Google. Our agency specialising in customer experience (CX) accompanies the changes in your sector by offering you a wide range of innovative measurement solutions and benchmarks.
PRESENCE Digital eXperience is a complete solution combining complementary methods and tools to take into consideration your digital and physical customer journey. By using digital tools and studying the perception of your brand on the net, PRESENCE Digital eXperience combines your digital customer experience with the online evaluation of the customer satisfaction felt within your physical network.
Digital eXperience uses digital tools to enhance your customer experience. The collection and analysis of Google reviews, an internet benchmark of customer reviews shared on the web and online satisfaction surveys make up PRESENCE Digital eXperience
Which of our Digital eXperience tools best meet your needs? The online satisfaction questionnaire is a proactive tool that allows you to reach out to your customers via online satisfaction surveys to gather their opinions on their experience. The internet benchmark and the collection of Google reviews are reactive tools that aim to collect and analyse existing reviews on the internet in order to put in place a global strategy aimed at improving your CX.
Our methodology and our team's know-how allow us to offer you these complementary tools. Internet benchmarks and online satisfaction surveys can be combined for a detailed understanding and effective corrective actions on all the elements that make up your customer experience and your e-reputation.
It is necessary to collect and analyse customer reviews on the internet, as they contribute to the identification of your digital customer journey, but also to the understanding of your physical customer experience, and therefore to the overall analysis of your customer experience and satisfaction. Many customer reviews are shared online following a digital customer experience, but also physically at the point of sale or following a telephone conversation with your customer service. The Digital eXperience PRESENCE has 360° tools to collect and analyse feedback from your customers, whatever their point of contact with your brand. Your customers are your best ambassadors, word-of-mouth is going digital and your e-reputation can make your company successful as well as have a negative impact on your popularity and performance. It is essential to add to the online satisfaction surveys an audit and benchmark of your customer reviews.
PRESENCE gives you the keys to measuring your digital brand image in order to know and control the e-reputation of your network. Collecting and analysing customer reviews enables you to take steps to improve the customer experience by paying greater attention to the processing of reviews. Combined with an action plan that puts the collection and analysis of customer reviews and online satisfaction questionnaires into perspective, Digital eXperience contributes to the training and motivation of your teams through the animation of your network.
Digital eXperience can also be used to analyse your competition, providing you with an internet benchmark of your network and your market. Collecting and analysing Google customer reviews is an excellent way of finding out your local and national competitive position.
Our Digital eXperience solution highlights recurring malfunctions so that they can be corrected quickly, but it can also enable you to identify localized best practices so that they can be deployed on a large scale. Digital eXperience allows you to detect both internal best practices and competing best practices for implementation in your network.
Our agency, which specialises in customer experience and the digital customer journey, collects all customer reviews posted on Google and on a panel of reference sites. The Digital eXperience PRESENCE also collects your teams' responses to these verified reviews.
We then proceed with a detailed analysis of the ratings and stars attributed to your store, as well as the verbatim and semantic information used to characterise your network and the customer experience. This meticulous study is based on the know-how of our team coupled with the use of innovative digital technologies.
These analyses are accompanied by a positioning of your network in relation to your competitors and include immediate alerts on general dissatisfaction or negative localized feedback. These alerts allow you to take targeted and rapid action. Digital eXperience is a concrete action tool to give you control over your customer experience, protect your reputation and improve your digital customer journey.
At the same time, our teams will help you to build customer satisfaction measurement forms and then to deploy these surveys digitally to your customers. Our customer experience experts use their methodology and sensitivity to analyse the quantitative and qualitative results obtained and are at your side to implement local or large-scale action plans.
Based on the results of the Digital eXperience, your action plans are guaranteed to remedy any shortcomings and respond to the real problems and dissatisfactions of your customers. The Digital eXperience PRESENCE is a precise tool for the continuous improvement of your customer experience and your commercial performance.
The Digital eXperience is all PRESENCE's know-how, combined with the possibilities offered by digital technology, to understand and perfect your customer experience. Contact our teams to make PRESENCE's Digital eXperience the starting point for your future CX strategy.