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Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
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Member Journey Mapping
How well do you know the experience your members have when they walk into one of your branches compared to when a member logs into your online banking portal? In reality these are very different journeys, and if you’re not tracking the experience along both journeys you may find that it’s much different than you imagined.
Member journey mapping can help discover gaps in your member experience, expose operational inefficiencies, and provides suggestions to improve each touchpoint. For example, do you know how many steps it takes for a new member to obtain a loan? If the last time you walked through the processes of your members was a while ago, you might be surprised at the hoops you make them jump through.
CloudCherry is equipped with an in-product journey-based feature that aids your Member Experience Management. By combining the journey map with member touchpoints like a post-transaction survey, measuring the member experience becomes more about the contextual, lifelong relationship you have with your members – and less about one moment in time.
Close the Loop for Member Delight
Detractors, when handled correctly, often become your brand’s strongest advocates. Our loop closure module allows you to act on member feedback in real-time. This ensures that your member experience team can now proactively call back members and resolve their issues before it sticks with them. With CloudCherry, you can ensure that your key stakeholders get real-time alerts to negative feedback, and are empowered to take actions immediately. Our goal is to give you the tools needed to make sure no member leaves unhappy. Our Platform provides you with the ability to create these alerts in the form of email/SMS notifications, daily summaries or even as tickets which can be accessed by a dedicated agent to close the loop. Setting up your loop closure system using CloudCherry allows you to set up a rigorous process that fits within the organizational culture. It allows you to analyze the member’s experience that led to the feedback, as well as helps you feed the result of your dialogue with the member back into the system to gain a comprehensive understanding of the intervention.
Insight that moves your business
Which branch has the best rated environment? How does NPS vary across the different demographics? Which financial products have the lowest overall rating? Getting answers to these questions with traditional survey questions would require exporting huge spreadsheets of data and an enormous amount of time. But with CloudCherry’s single-question approach to data collection and storage, you can slice your data in real time, in product, with the response analysis module.
Dive deeper into what your members are telling you to truly understand the needs of your member base – across different segments, member journeys and branches.
“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
The Ultimate CX Platform for Credit Union Member Loyalty
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