Solutions
OUR APPROACH
Focus on the critical few customer experiences that matter most.
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.
Our most popular services include:
REVENUE
@RISK
Improve customer buying and loyalty behaviours by mitigating or solving customer problems more effectively.
PERFORMANCE
@RISK
Upgrade field force effectiveness by managing the internal problem experiences impairing sales performance.
REPUTATION
@RISK
Grow brand equity and market reputation by addressing the problem experiences most responsible for negative word-of-mouth.
CUSTOMER 360
TRACKING
Monitors ongoing health, value and risk in the customer relationship while directly interceding with customers who exhibit loyalty or revenue risk.
@RISK
Dissatisfaction Analysis
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”.
Results you can expect
CUSTOMER INSIGHTS
Gain clear insights into which customer experiences are damaging revenue, share and brand.
FINANCIAL IMPACT
Quantify your revenue and share risk from the current customer experience.
ACTION PLANS
Plans that will change the customer experience to realize financial gain while ensuring success through organizational alignment and readiness.
CONTINUOUS IMPROVEMENT
A steady flow of customer feedback to proactively identify and intercept customers exhibiting current or pending loyalty risk.