Our methodology is built on the premise that key business drivers exist between each stage of the Customer Growth Cycle. Weakness at any stage in this value chain can have a detrimental impact on the overall strategic development of the enterprise. Measuring the strength of each link in the chain, understanding where the weaknesses and gaps exist, and taking action to remedy the problems will improve bottom-line performance.
Life is not measured by the breaths we take, rather by the moments that take our breath away...
This is the essence of Customer and Employee Engagement!
Service both internal and external exist between each link of the growth cycle. Our core competencies include measuring the extent to which your organisation is exceeding customer and employee expectations. No matter if you need to administer a customer satisfaction survey, measure employee engagement, or want to track loyalty, we can help. From collecting feedback from customers at the time of service experience, to market research, our team will develop a solution tailored to your business requirements.
Our services include;
"With Voice of Customer, I was able to track customer experiences at all key touch-points instantly."
"All our outlets are measured against a single metric/score which we can drill-down to individual touch-point"
"I can now survey far more customers on a daily basis and get the results instantly on my management dashboard"
"3-D Mystery Shopping allowed us to view the entire customer experience from the perspective of my customer. This is amazing and has revolutionised the way we manage and train our front-line operations"
"Finally I don't need to manually track and report customer feedback. The automated processes allow me to focus my time and effort on improving the results"
"Now everyone is on the same page! We also have proper accountability and ownership of the results which really helps drive improvements."