Customers are people who make decisions based on their emotions and express their feelings through words. When describing their experience, customers use a range of language that goes far beyond simple evaluation. By analysing the chosen words, their combinations and the context in which they are used, we are able to understand a complex universe of meanings. This innovative approach allows us to gain an in-depth understanding of the reasons that motivate your customers’ choices.
In order to improve customer experience even further, we use the analysis of the words used by customers to describe their evaluations of a brand. This type of analysis allows us to identify both the areas of strength and those that require more attention. In this way, we can act to offer your customers an increasingly satisfying and engaging customer experience.
‘Open questions are the secret to gathering the words that convey customers’ emotions’
Customer Experience proposed by the Sagres aims at listening to the customer and understanding the real issues that may lie behind a non-payment. This particular way of treating the customer fully reflects our motto ‘humanising business’, an essential element when it comes to CX. Sagres places great importance on the individual, listening to people and showing them empathy. Only in this way do we believe each problem can be addressed uniquely, avoiding the over-reliance on automation – a common pitfall in the CX approaches typically offered by large corporations.
Measuring customer emotions makes the difference
Customer satisfaction has become a cornerstone of modern business success. Sagres distinguishes itself through an innovative approach to CX that prioritizes the Voice of Customer concept. Moving beyond traditional survey methods, often seen as rigid and limiting, Sagres fosters genuine conversations with customers.
Thanks to artificial intelligence tools, we conduct in-depth analysis of customer language, identifying key concepts, emotions, and motivations driving their choices. This transforms simple listening into concrete action for continuously enhancing customer experience.
“Through our partnership with Sagres, Fives Intralogistics has succeeded in conducting these analyses objectively by listening to the authentic voice of the customer.”
A study carried out by Politecnico di Milano highlights that one of the major challenges companies face lies in their weak Voice of Customer implementation. Traditional measurement tools, typically relying on numerical indicators and standardized questionnaires (such as ISO 9001), fail to capture the complexity of customer experiences.
Sagres offers a groundbreaking alternative: measurement of CX based on customer sentiment and deep understanding of the reasons customers gave. By asking “why do you choose this product or service?”, we transform customer needs into targeted, concrete actions.
Sagres positions itself as a company that goes beyond measuring customer satisfaction, building authentic and lasting relationships. We forge lasting connections by truly understanding customer needs and turning these insights into catalysts for ongoing enhancement.
The real value of analyzing the Voice of Customer
Osservatori.net, a platform enabling professional update on Digital Innovation and sponsored by Politecnico di Milano, revealed the weakness of the Voice of Customer listening systems across the Italian business landscape.
Their survey showed that among 80 companies with commercial debt collection processes, only 10 measure CX after collection contact. Even more concerning, 52% express have no interest in measuring it at all.
Our listening systems
Methods guaranteed by Sagres
Sagres brings innovation to the field of Customer Experience not only because of the conversational approach it adopts with customers, but also because its methodology carries out constant measurements of CX activity in order to bring useful evidence to the management.
Why is measuring of customer experience so important? The answer is simple: to change by improving customer service. Without constant and accurate measurement, CX risks remaining a vague concept. Only by quantifying customer satisfaction, identifying strengths and weaknesses, it is possible to optimise the customer experience and, consequently, business performance.
‘A good customer listening system can become a strategic change tool for companies.’
Sagres has developed an innovative CX measurement method that combines traditional tools and new technologies. Thanks to this methodology, a large amount of data can be collected and transformed into useful information for management. Measurement results are presented through intuitive visual reports that highlight trends, critical issues and opportunities for improvement. These reports enable business managers to make informed decisions.
Effective CX measurement is therefore a real competitive advantage for companies. Our data insights highlight areas of excellence and improvement. In addition, measuring CX makes it possible to build stronger, longer-lasting relationships with customers, increasing loyalty and encouraging positive attitude towards the brand.
Measuring CX: a tool for strategic change
Sagres has made “listening to the customers” a pillar of its strategy. Thanks to an advanced measurement system, the company is able to transform the voice of the customer into concrete actions that drive growth and innovation.
An invitation to rethink the way we approach the Customer Experience. It challenges us to break out of traditional patterns and dare a little more because it is by stepping out of our comfort zone that we can create truly unforgettable experiences.
To challenge the status quo, I suggested an inconceivable yet superior alternative to customer-centricity in the context of business strategy: it drives customer success, achieves business results and builds extraordinary brands, with no extra resources deployed.
The key is to identify the key moments. Not all moments of the customer experience carry the same weight. There are touchpoints that are crucial to the overall brand perception. It is on these moments that efforts should be concentrated.
