Customer demands are growing increasingly complex. Yet, out-dated research techniques are failing to provide the insights and ammunition necessary to truly understand customer needs and pain points that inspire leaders to make meaningful changes in their businesses.
Ideal Customer Experience (ICE) is a comprehensive and holistic qualitative approach to customer journey mapping that helps companies go beyond satisfying customers to creating and consistently delivering an ideal customer experience.
Applying leading edge principles and techniques from behavioral economics, ICE provides deep insights into moments of truth and the root causes of customer pain points, allowing rapid action, quick improvement and better performance.
ICE uncovers customers’ predictive and normative expectations for each interaction and can guide new experience creation and current experience redesigns. It ensures customer experience tracking measurement systems capture and monitor the right metrics that have the maximum impact on business results and consistent service delivery.