Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Build a comprehensive end-to-end customer experience program
Customer Experience is the key to Loyal Customers and Negative Churn
Keep churn low and lifetime value high with
Making product and operational changes often requires very large investments in time and money. To secure the budget you need to make an impact, it’s important to build a case that will build confidence and secure buy-in at the executive level. Understanding exactly what drives customers to purchase and stick around is critical to improving your customer experience program.
With the CloudCherry predictive module, you can see exactly what changes will have the biggest impact on your financial goals or CX goals. So, when you’re deciding whether to invest in better customer service, or a better design of your product, we can tell you how either will affect the business. It’s like having a magic eight ball that actually knows your business.
Every customer has a different experience with your company. What if you could deliver exactly what each unique customer needed exactly when and where they needed it? This is what multi-channel journey maps do. By bringing your customer journey maps into CloudCherry, your customer experience team can personalize touchpoints based on where customers have been and what they need next.
For example, consider a customer just starting their trial with your software. At each critical moment, your customer success team can be there to provide help and guidance when needed. Instead of spraying your entire customer base with general information, be laser specific about when and where your customers need support.
If a problem occurs, CloudCherry’s closed loop system delivers contextual notifications to enable teams to recover quickly. Real-time responses at just the right moment can convert an unhappy customer into a loyal customer for life.
Just by doing business, you’ve collected tons of valuable data about your customers. From their product usage to their purchase history to their customer service interactions – you know a lot about your customers. The problem is that this information is siloed in various data systems across your business like your CRM or your marketing automation tools. In the past, bringing it together to form any type of meaningful insights about your customers requires exporting large amounts of data and filtering enormous unwieldly spreadsheets.
CloudCherry understands how important this data is for a full picture of your customer. That’s why we’ve invested time to make integrating your CEM with your CRM, MA or financial tools simple. We help you bring the data from across your business together to develop a deeper understanding of your customers.
“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”
HEAD OF RETAIL (SEA)
“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”
Senior VP, Customer Strategy
Chelsea Rae Lee
“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”
Senior Program Manager
“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”
Regional Head Customer Journey Experience
“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”
Member Experience Manager
“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”
Chief Strategy and Commercial Officer
“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”
Member Experience Enthusiast
CRM+CEM: Drive Customer Centricity
CloudCherry Technology and API
CloudCherry + Puma: Leveraging Insights to improve Store Experiences