Most companies would like to hear their customer feedback once or twice a year.  They use this valuable  

  information to establish principal objectives for their functional areas, and many of the hiring and resource

  allocation decisions are based on customer feedback scores and opinions.  On many occasions, corporate-wide

  bonus is tied to their customer feedback results.

  Several years ago, as we were working and conducting consulting assignments, we began to notice a series of 

  common problems, as companies were trying to develop their customer experience programs.  This included 

  developing their online communities/social media presence, as well as customer surveys.  Some of the common

  challenges for online community/social media presence is determining the most effective components,

  measuring the impact of customers' conversations, and the cost/benefit (ROI) of the community.

  Common problems for customer surveys are poorly designed questionnaires, low response rate (lack of 

  participation from customers), using incorrect method of conducting surveys, lack of proper analysis and no 

  actionable recommendations.

  Gradually, we have developed a systematic process of refining customer experience programs.

  Our systematic approach resolves many of your problems.  For example, is your online community structured

  correctly and does it include all the effective components? Do you know the costs and benefits of your social media 

  presence? And do you have a metrics and measurement process in place to evaluate customers' conversations and

  your programs?

  In terms of customer surveys, different departments are using different surveys, and for different purposes.  Using 

  our survey menu we provide a focused approach to your surveys, and develop a comprehensive questionnaire to 

  satisfy everyone's objectives.  For a client with US and global customers, we are carrying out their bi-annual 

  customer satisfaction survey and have improved the response rate from less than 10 percent to more than 50 

  percent.  Another client was unable to develop actionable results from their annual customer feedback  survey.  

  We have redesigned their questionnaire, using our customer choice model, and are providing actionable

  recommendations for their surveys.  For another client, who is concerned about cost of running such surveys, we 

  have developed an on line customer survey system , which once developed reduces the cost of future surveys.

  We work with your staff to tailor our methodology to your specific needs.  We will implement our customer

  feedback system that, with minor adjustments, could be used for lost prospect surveys, lost customer surveys, or a

  specific segment (demographic, geographic, or by product/service line) of your market.  We will help you run these

  surveys periodically and per your request.