Our methodology goes straight to the heart of the customer experiences that matter most to your customers and your top line in a way that satisfaction analysis cannot. We use our methodology to help you understand why your customers behave in a certain way, and what actions your company can take to alter those behaviors.
Improve customer buying and loyalty behaviours by mitigating or solving customer problems more effectively.
Upgrade field force effectiveness by managing the internal problem experiences impairing sales performance.
Grow brand equity and market reputation by addressing the problem experiences most responsible for negative word-of-mouth.
Monitors ongoing health, value and risk in the customer relationship while directly interceding with customers who exhibit loyalty or revenue risk.
Explains why an individual behaves in a certain way and what actions to take to alter those behaviours.
Dissatisfaction is statistically much more predictive of what a customer will do than satisfaction. A detailed understanding of specific problem experiences is significantly more actionable than a generalized view of “satisfiers”.
Gain clear insights into which customer experiences are damaging revenue, share and brand.
Quantify your revenue and share risk from the current customer experience.
Plans that will change the customer experience to realize financial gain while ensuring success through organizational alignment and readiness.
A steady flow of customer feedback to proactively identify and intercept customers exhibiting current or pending loyalty risk.