With a clear purpose of helping their customers achieve lifetime financial security and live healthier lives, our Client’s mission was to continuously look for ways to bring innovative, insightful, and simple solutions to their customers.
For The Verde Group, delivering accurate, timely data to our clients is the cornerstone of our approach. Moving customer insight from “out of the binder” and into the “day-to-day operations” in an actionable and efficient manner is what we do, setting the stage for a performance-based measurement program.
The Client, a global industry leader touching the lives of millions of individuals and thousands of companies across the country, had an objective to advance the quality and consistency of their customer experience based on tangible customer insights. For our Client, service quality was a key market differentiator, driving renewal rates, product penetration, and perceived value.
To provide our Client with the data and insights necessary to better understand their customers, The Verde Group conducted both qualitative and quantitative research to identify the specific drivers of loyalty, and discover high impact opportunities where service delivery, capability and culture could be improved.
Drawing on our experience in implementing unique customer dissatisfaction research, we worked with the Client to isolate the most business-critical pain points across the customer journey, financially quantified their revenue at risk, and reversed the customers’ most damaging experiences.
Revenue@Risk® analysis is a unique, proprietary analytic methodology that quantifies the financial impact of customer problems to answer these key business questions:
Our Revenue@Risk® analysis identified very high alignment between the findings of the quantitative study and qualitative assessments.
Based on the insights derived from the Revenue@Risk® study, our Client prioritized the following three actions: