Experience is everything. The best way to understand how customers experience your business is to see it through their eyes.

We capture the memory of an experience before it fades – while today’s victories and little disappointments are still clear, colorful and close.

Empathy is table stakes. It requires being completely clear about what’s working for your customers and what frustrates them.

We catch both compliments and complaints in real time and  empower your team to respond quickly and effectively to bridge gaps and build connections.

Expectations evolve. Giving customers a voice gives them a seat at your table. They’ll feel valued, appreciated and more committed to the relationship.

We tap the power of immediacy to help you understand what customers want today and need tomorrow so you can serve them better to keep them longer.

What is Customer Experience?

Think of CX as your customers’ perception of their experiences over time with your brand’s people, products and services.

Why Measure CX?

Because absence of feedback is not a sign of customer satisfaction. To keep customers you need to ask what they want and respond to their expectations.

Where’s the ROI?

Better CX builds engagement. Engaged customers are more committed. They stay longer, spend more and advocate for your brand. 

4% of unhappy customers complain

90% of unhappy customers who don't complain, leave

ExperienceRx asks for customer reactions in a super fast frictionless survey that is:

  • Immediate  Capture CX in-the-moment
  • Intentional  Get answers to questions you can act on
  • Inclusive  Seek input from everyone (not just reviewers)
  • Interactive  Respond to customer issues and ideas

See what’s happening in real time.

See what’s happening in real time.

We get right to the point, right away

An SMS is sent to your customers just after they finish, requesting feedback. The mobile survey it links to is:

  • Distinct conveys your brand’s visual identity
  • Dynamic is different for each person each time
  • Quick takes about 15 seconds
  • Custom to gather what’s relevant to YOU
ExperienceRx will roadmap your program – designing input to capture customer perceptions and values.

Resolve Individual Pain Points

Close any gaps. Customer requests for follow-up trigger a ticket routed to a designated person/team. This enables 1-1 follow-up when customers signal a need for attention.

Build a Big Picture Perspective

Business metrics and results are shared on a feature-rich graphical dashboard that enables you to visualize performance by occasion, across locations and through time. Your dashboard is…

  • Role-based shares the right content with the right people
  • Actionable identifies improvement priorities and helps you set goals for gains
  • Trended monitors trends over time and/or versus targets
ExperienceRx will humanize the survey data, finding the stories that tell you how to nurture customers and build more resilient relationships.

Resolve Individual Pain Points

Close any gaps. Customer requests for follow-up trigger a ticket routed to a designated person/team. This enables 1-1 follow-up when customers signal a need for attention.

Build a Big Picture Perspective

Business metrics and results are shared on a feature-rich graphical dashboard that enables you to visualize performance by occasion, across locations and through time. Your dashboard is…

  • Role-based shares the right content with the right people
  • Actionable identifies improvement priorities and helps you set goals for gains
  • Trended monitors trends over time and/or versus targets
ExperienceRx will humanize the survey data, finding the stories that tell you how to nurture customers and build more resilient relationships.

Marcy Welk

Founder

Before launching ExperienceRx, Marcy worked for 30+ years at a premier market research firm. As a VP of client services her principal role was to develop deep appreciation of customer business contexts to give astute direction to research efforts. She launched client programs with creative design/scoping, lead project teams through implementation and helped bring the findings to life.

Marcy has worked in a wide range of sectors with all types of clients – from local startups to global brands. She has broad knowledge of quantitative and qualitative methods and research best practices.

Marcy has an M.A. in Social Research from the University of Michigan and an M.B.A from the University of Cincinnati.

Exp-Rx partners with Qualtrics, the world’s leading survey technology, and we team with resources unparalleled in their understanding of the XM platform.

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