Leading Companies Choose Qualtrics to Deliver Great Customer Experiences During An Uncertain Time
May 9, 2022
“and we give them the ultimate advantage by helping them build deep, personal relationships. With Qualtrics, they can uncover unmet needs and build the products, services and experiences customers want. And we help them do that with empathy, speed, and scale.”
Microsoft, SumUp, Kroger, Google Cloud, and EY were among customers who chose Qualtrics to help them listen, analyze and act on feedback from all sources to build deeper relationships with stakeholders. “Customer experience is top of mind for every leader–they’re all trying to find and keep customers,” said Brad Anderson , Qualtrics President of Products and Services, “and we give them the ultimate advantage by helping them build deep, personal relationships. With Qualtrics, they can uncover unmet needs and build the products, services and experiences customers want. And we help them do that with empathy, speed, and scale.”
Today’s companies are facing a number of headwinds, including supply chain disruptions and inflationary pressures. In times of uncertainty, understanding the real-time needs of customers is even more valuable. Qualtrics allows organizations to uncover unmet needs and take action to create the products, services and experiences their customers want. New Innovations Drive Deeper Customer Relationships
As customers increasingly interact with companies through digital channels, businesses need a new approach to building deeper customer relationships by measuring how each customer feels about their digital experience and understanding where to take action. While online channels are inherently transactional, customers are more likely to come back when the experience is effortless and evokes a positive emotion. Digital Experience Metrics, built into Qualtrics CustomerXM, includes a set of scientifically validated questions that measure three key aspects of any digital experience: emotion (measured by customer satisfaction), effort (measured by how easy or difficult was it to complete a task) and success (measured by task completion). New Qualtrics research, embedded and available within the DX Metrics, shows that increasing a customer’s satisfaction score can increase their spending by up to 37%. Reducing the effort required to complete a task online can lead to a 23% increase in their spending. This validated approach to measuring the three core aspects of the digital experience helps companies benchmark and compare their metrics against similar organizations in their industry, giving brands better visibility into their performance and opportunities to increase revenue. It also includes dashboard templates and recommendations to help marketing and product leaders understand how certain factors, such as the account creation process or web checkout user experience improvements, impact customer sentiment the most, and which actions they can take to improve each factor. Organizations choose Qualtrics in Q1 to build deeper customer relationships, at scale
EY chose to deploy XM Discover broadly across their organization. With Discover, EY will use advanced conversational analytics to understand customer and internal interactions to deliver even better services and outcomes for its clients. This investment reflects the dramatic growth and success of EY’s Experience Management practice and further enhances their ability to deliver unique, high value, enterprise XM solutions to their clients. Google Cloud needed a customer experience solution to deliver advanced conversational analytics for its B2B customer base. In Q1, they selected Qualtrics XM Discover to aggregate, categorize and prioritize all unstructured Google Cloud customer feedback in one platform. Qualtrics Discover provides unbiased data and actionable insights about top customer pain points and objectives in 200 countries and territories. Now teams across the organization have additional data points for making business decisions based on what customers are telling them. Kroger, the nation’s largest grocer with nearly 2,800 stores, expanded its relationship with Qualtrics in Q1. During the pandemic, Kroger led the way in connecting with their customers through new digital initiatives and leveraged Qualtrics insights to improve their experience. Now, with XM Discover, Kroger will have advanced machine learning to parse through social media data to understand what is important to customers at a given moment. It’s just another way Kroger is deepening their relationship with customers. Microsoft selected Qualtrics in Q1 to deliver a holistic view of customer interactions to identify and improve points of friction, measure customer feedback, and support sales of Microsoft Surface devices. Pos Malaysia Berhad selected Qualtrics CustomerXM to guide and accelerate its ongoing digital transformation aimed at making it simpler for customers to connect with the company and enhancing operational efficiencies. With Qualtrics, Pos Malaysia will use customer feedback to modernize and expand its retail services and offerings in its more than 900+ branches as well as its website and mobile app. Grubhub, a leading U.S. food-ordering and delivery marketplace, is moving from separate and siloed customer feedback systems to one unified experience management platform with Qualtrics. With Customer Experience and DesignXM, they’ll be able to deeply understand the experiences their drivers, diners and restaurant partners are having with the company. The ability to understand how they’re performing with each of these key audiences will enable them to make necessary adjustments to support operational success and growth. SumUp, a leading financial technology company used by over 3.5 million businesses globally, began using Qualtrics in Q1 to better understand how to quickly deliver solutions its customers want and need. The insight collected through Qualtrics CX and BX enables SumUp to better understand its customers’ perception of its brand so it can adapt and grow.