A Beginner’s Guide to Launching a Customer Experience (CX) Program

"Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with Pearl-Plaza to identify key moments that matter in our customers’ journey’s and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results.”

Tyler Saxey, Director Customer Experience, Foot Locker

Volvo uses Pearl-Plaza to design action plans that address individual dealership challenges when it comes to creating meaningful customer experiences.

Volvo

“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.”

Holger Dahl, Marketing Strategy Director, VKB

"With the surveys and the Voice of the Customer we could really find out more about who our customer, what relationship they have with us as a brand, what they like or what they wish to have more of…we are always surprised with what our customers are telling us."

The North Face

With strategic guidance from Pearl-Plaza, Arby’s upgraded its guest listening technology and made broad changes in its practices, from the questions they asked, to the metrics they considered.

Arby's

“Before [Pearl-Plaza], we were often overloaded with survey data that ultimately told us little about what our customers were experiencing on our website. Today, we’re armed with insightful, qualitative data backed by meaningful performance metrics to help us prioritize maintenance and improvements.”

Michelle Cullinan, Digital Marketing Strategist, Juniper Networks