New version of Experience 360® includes loyalty analysis, identification of target emotional memory, and comparison of competitive relevance
Rochelle Park, NJ, January 7, 2009 – Strativity Group Inc., a customer experience research and consulting firm, announced today the launch of its next generation customer experience diagnostic – Experience 360®. The new diagnostic version delivers additional capabilities that enhance the overall customer experience assessment and allows organizations to prioritize and target their customer experience investment.
Experience 360® is a customer experience diagnostic tool that measures both customer and employee ranking of the customer experience currently being delivered in order to precisely identify areas for improvement. The diagnostic tool identifies two sets of gaps that impact the delivery of a company’s desired customer experience.
The new Experience 360® capabilities take the analysis to a whole new level by supporting financial investment decisions and maximizing revenues and loyalty. The new capabilities include:
Financial Loyalty Analysis – Identifying customers’ purchasing patterns and linking them to their customer experience score/rating. This analysis is based on survey questions and/or historical customer spending data.
Target Emotional Memory – Developing a unique target emotional memory which becomes the blueprint for all experience design in the organization. The Target Emotional Memory is a performance reflection of the overall brand promise.
Competitive Relevance Comparison – Conducting an assessment of the organization’s experience relevance vis-à-vis its competitors and delivering a clear competitive viewpoint. This capability has proven to be extremely valuable within business-to-business relationships.
“Investment in customer experience is growing, but companies must ensure they invest wisely,” said Lior Arussy, President of Strativity Group, Inc. “In addition to the precision in prioritization delivered by Experience 360®, this next generation version enables companies to accurately determine where they should target their investment and develop an effective response to competitors.”
Since its launch, Experience 360® has been deployed at organizations worldwide and in a wide range of industries, including financial services, healthcare and industrial equipment. It has also been utilized in business-to-business, business-to-consumer and shared services environments.
The next generation Experience 360® has already been successfully deployed at clients and is customizable to the unique business model and customer experience of each organization. Clients have a choice of selecting some or all of the modules as part of their Experience 360® Customer Experience diagnostic.
To learn more, please visit www.Strativity.com.
About Strativity Group, Inc.
Strativity Group, Inc. (strativity.com) is a global customer experience research and consulting firm which assists organizations with the creation of differentiating experiences and profitable customer relationships. Utilizing research, consulting, education and communication programs, Strativity creates and implements customer experience strategies for its clients.
Strativity Group, Inc. works with Global 2000 companies as well as emerging businesses around the world. Our clients include Akibia, AMO, Capital One, CATIC, Circle K, CA, Dimension Data, DVTEL, FedEx, Herbalife, ICMI, Honeywell, Jacada, Lockheed Martin, Nokia, Nordea, Nortel, RightNow Technologies, Sage, SAP, Seagate Technology, Siemens, The Fund, University of Pennsylvania, Verint Systems and Wyeth.
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