Leveraging the Voice of the Customer

 
CUSTOMER INSIGHTS ARE POWERFUL. WHEN YOU UNDERSTAND THE “VALUE” YOU OFFER TO CUSTOMERS, YOU WILL HAVE A BETTER PERSPECTIVE ON YOUR POSITIONING IN THE MARKETPLACE AND A CLEAR VIEW ON WHAT MAKES YOUR CUSTOMERS BUY FROM YOU RATHER THAN FROM A COMPETITOR.

If you’re currently using a customer satisfaction platform, we’ll help you transition from satisfaction to customer value—educating your executive team and management employees on the rationale and benefits of the change.

We use the most current customer value analysis techniques, providing you with actionable insights and interpretive analysis. We’ll assess the strength of your relationship with current customers and analyze how customer-focused your front-line employees are when interacting with customers. Based on qualitative and quantitative market research, you’ll receive unique customer insights into your channels and the most powerful opportunities for improving customer loyalty.

Understanding what makes a customer loyal to your organization—and how you translate that loyalty into brand advocacy and increased trust—will lift your performance to the next level. We bring together tools, techniques and insights across disciplines to help shape your corporate value proposition and bring a branded customer experience to the market.

Our Services:

• Customer insights and analytics
• Market research and channel analysis
• Customer value and loyalty management
• Value proposition development
• Market segmentation and analysis
• Market strategy and planning

Here are some examples of what you will receive:

• An objective evaluation of how your organization performs across product lines and touch points
• Quantitative measures of performance that outline areas of competitive strength and weakness as well as key areas of opportunity for customer retention and acquisition
• A clear, articulate summary of what customers value most and how you perform relative to their expectations
• A customer loyalty score and benchmarks which evaluate the strength of your organization’s relationship with customers
• The prioritization of critical touch points with defined “moments of truth”
• A well-defined value proposition, by customer segment, of what customers value most in their relationship with your organization
• A multi-year marketing strategy with competitive positioning and analysis.

Read more about Improving the Perception of Value (PDF) →