What are the crucial aspects of customer experiences?

A real CX analysis enables concrete and timely action. With the correct questions, you will access the thinking processes and actual implications of your customers.

Our method is based on a concept that has been used for 10 years in multiple fields. Dozens of our clients have received quality information about customer experience, which Mainio CX Analysis has then translated into simple steps for business development.

Mainio CX Analysis can easily be used on your personal computer.

We will provide a conceptualised survey that we can modify together as needed. The survey is sent to the target group of your choosing. The group can consist of solely your own CRM contacts, or it can be supplemented with a contact list of people who fulfil GDPR requirements.

The data collection takes approximately two weeks. The algorithm we have developed will provide you with a view to both the obstacles to purchasing and the bases for recommendation.

In the subsequent workshop, we will present to you the results and the straightforward recommendations for your next steps.

You will have access to the CX analysis tool and the results for one year.

Results in four weeks

Week 1

1. Ordering and signing the privacy policy agreement
2. Compiling the contact list
3. Generating the survey
4. Invitation to the respondents

Weeks 2-3

5. Sending a reminder to the respondents

Week 4

6. Collecting and analysing the results of the survey
7. Going through the results and the subsequent steps in a workshop
8. Introduction to our Mainio Tool, which enables you to independently evaluate all answers and variable combinations, and interpret them further for the next 12 months

In four weeks, you will gain the means for developing your customer relationships and find concrete steps for decrease the obstacles to purchasing, enhance your customer loyalty, and increase recommendations.

Vain yksi mainio kumppani - Mainio co

Week 1

(1) Ordering and signing the privacy policy agreement
(2) Compiling the contact list
(3) Generating the survey
(4) Invitation to the respondents

Kaksi strategista mittaria asiakkuuksien johtamiseen - Mainio co

Week 4

(5) Invitation to the respondents

Kolme NPSaa selittavaa tekijaa - Mainio co

Week 4

(5) Invitation to the respondents

Neljassa viikossa keskeiset ratkaisut - Mainio co

Week 4

(6) Collecting and analysing the results of the survey
(7) Going through the results and the subsequent steps in a workshop
(8) Introduction to our Mainio Tool, which enables you to independently evaluate all answers and variable combinations, and interpret them further for the next 12 months

Vain yksi mainio kumppani - Mainio co
Kaksi strategista mittaria asiakkuuksien johtamiseen - Mainio co
Kolme NPSaa selittavaa tekijaa - Mainio co
Neljassa viikossa keskeiset ratkaisut - Mainio co

Week 1

(1) Ordering and signing the privacy policy agreement

(2) Compiling the contact list

(3) Generating the survey

(4) Invitation to the respondents

Week 2

(5) Invitation to the respondents

Week 3

(5) Invitation to the respondents

Week 4

(6) Collecting and analysing the results of the survey

(7) Going through the results and the subsequent steps in a workshop

(8) Introduction to our Mainio Tool, which enables you to independently evaluate all answers and variable combinations, and interpret them further for the next 12 months

Saat neljässä viikossa punaisen langan asiakkuuksien kehittämiseen ja konkreettisia keinoja, joilla vähennät ostamisen esteitä, parannat asiakasuskollisuutta ja kasvatat suosittelua.

Customer driven growth strategy brought results

Zimmer Biomet Finland was a challenger in Finland in 2008. The estimated market share was approximately 12.4 % for joint replacements. The annual turnover was € 7.5 million. Our collaboration began in Finland in 2009 and now continues across the Nordics. The Mainio Customer-based Growth strategy and framework has been used in the operational development of Zimmer Biomet.

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The CX Analysis identified three phases of the purchase experience as crucial points of development: purchase decision, comparing alternatives, and reputation evaluation. Moreover, to develop customer relationships and promote recommendation, it was important to strengthen the emotional bond in the customer relationship. That meant boosting customer service. Additionally, the analysis made it apparent that the customer interface of the sales representatives was too narrow, as it was concentrated on operative contact persons.

As the sales cycles are often long, in Zimmer’s case several years, it is especially important to monitor the customer experiences. We were happy to notice that the operative steps that were taken at Zimmer further improved the experiences of their customers.

Investing in customer experiences and new operational practices was well worth it.   Despite the market becoming price-based in the last few years, Zimmer has been able to maintain its profitability and financial performance. The operational measures that were taken proved correct and fitting. The bidding rounds Zimmer won in the end of 2013 and in 2014 have significantly increased its market share and turnover. The market share has increased from 12.4 % to 29 % during the development process. Additionally, as per the objective set in 2010, Zimmer has been admitted into every university hospital.

Today, Zimmer has merged with Biomet, the second largest actor in the world. Indeed, Zimmer Biomet Finland is an evident market leader. Its market share in its main products (knee and hip replacements) is 43–45 %.

Book a Demo

You will be surprised by the true potential of the Mainio CX Analysis. You can learn a lot more about your customers than you think.