Competitor Benchmarking Analysis Framework

COMPETITORS BENCHMARK

How we can help?

Competitor Benchmarks, also known as competitor analysis, is a customer experience management (CXM) practice or a framework that weighs competitors and industry leaders and build on specific criteria to understand your organization's best practices and business opportunities. This process of identifying competitors in the industry, investigating various factors, and comparing their strengths and weaknesses is called benchmarking. We help our clients to focus on business objectives and thus ensure them through:

  • Programs to provide important information about your competitive landscape and a better understanding of your position to stand out from competitors or improve them.
  • Timely information on the point of reference of its clients compared to the way of proceeding of its competitors, and thus materialize the growth of our clients facing the current market in all its facets.
  • Capabilities and knowledge to compare localized performance with that of the competition in all its brands.
  • Action tracking capabilities ensure the outcome of your program maximizes value and drives change, setting you apart from your closest competitors and making a difference.
  • Assessments from a brand-neutral perspective removing traditional bias in competitor programs.
  • Evaluations from a brand-neutral perspective that eliminates the traditional bias in the programs of the competition, thus achieving a clear perspective of how to proceed.

Customer Experience (CX) Management Services

OUR CX OFFERINGS

Program consultation and design

  1. Establish objectives, scope and priorities
  2. Identify key competitors for comparison
  3. Recommend optimised solutions
  4. Engage and co-create with stakeholders
  5. Design Programme Standards, Specifications and Site List documents

Data capture and action tracking

  1. Track and monitor field working
  2. Quality assess every assignment
  3. Respond to any frontline enquiries
  4. Allocate action tracking and monitor
  5. Escalate outstanding actions as required

Program creation and delivery

  1. Obtain client sign-off
  2. Set up Quality Assurance systems
  3. Evaluator Recruitment + Training
  4. Certify evaluators
  5. Set up KODOhub mobile application
  6. Schedule auditors to complete tasks

Reporting and analytics

  1. Generate all site reports and dispatch
  2. Populate GDX interactive Bi reporting compliance tool
  3. Undertake analysis of data collected
  4. Generate QBR (quarterly) reporting
  5. Present insights to stakeholders
  6. Apply learnings to enhance future waves

COMPETITORS BENCHMARK

What makes us different?

  • We’re one of the biggest global competitor benchmarking companies.
  • We are specializing in the provision of competitor benchmarking framework in CX and competitor benchmarking tools.
  • We have been market leaders in CX Management for 27+ years with a global coverage in 105+ markets.
  • Our inhouse system and platform methods ensure a unique solution for each of our clients.
  • We are part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide.
  • We have strategic ongoing partnership with our clients and ISO9001 certification for quality assurance.
  • We have full omni-channel capabilities that provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Case Studies

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

RELATED SERVICES

Looking for other services that can help you complete your CX experience? Have a look at our services offerings

  • Mystery shopping - Understanding how your competitors deliver their products and services will lead to actions being required of your front line teams. Mystery shopping provides a detailed A-Z of the customer journey, and an in-depth understanding of performance in specific targeted scenarios.
  • Voice of Customer - Increased competition in turn increases customer expectations as to the standards against which your business is compared. Tracking sentiment and feedback directly from your customers enables you to ascertain where improved external (competitor) performance needs to be addressed.
  • Employee Engagement - Your frontline teams are the closest to your customers, and most likely receive feedback on an ongoing basis when products or services are falling short of expectations. With nowhere to share this invaluable insight - stress, discontent and ultimately staff turnover prevails. Use an employee engagement programme to hear first hand about these issues, and give your business an opportunity to rectify them in a timely manner before they have a long term impact.

Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the form.