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If you’re like many executives in the US, your marketing, product management, customer service and

public relation group faces many of the following dilemmas:

 

  • Develop /Refine your Customer Experience Program.
  • Develop traditional Customer Surveys as well as your online community

      and social media presence.

  • Identify / update customer profile and target audience using data collection.
  • Develop / refine databases for marketing analysis.      
  • Identify / update opportunities to increase sales and profit.
  • Determine customers’ needs, wants and behavior to improve existing products.
  • Plan new introductions and its impact on forecasted sales and profits.
  • Evaluate existing products and pricing structures, and compare to industry data.
  • Collect customer feedback for content development.
  • Develop comprehensive marketing campaigns to improve sales, using available channels.
  • Conduct a before/after statistical analysis to evaluate the new programs

      implementations.

  • Develop your Metrics & Measurement process to measure members and prospects

      feedbacks and activities, and to quantify the ROI of your Surveys, Social Media Presence,

      and Online Communities.

 

  For this difficult and challenging marketing environment, we have developed a comprehensive

  customer feedback & analysis process to answer many of your dilemmas.
 

Customer Experience Program

A well designed Customer Experience program includes social media feedbacks as well as traditional customer survey methods. In addition to getting customer feedback through surveys, you need to develop and use your online communities and social media presence to listen to your customers and prospects, and to engage them into conversations.  

We can help you to select items from our

Customer Experience Platform.  Our Platform allows you to identify, select and evaluate all touchpoints between your customer and your company, and to capture their feedback.  This includes purchasing experience, customer service and technical support, call center and field service agents, your website,  your social media, and your employees.  Depending on your needs, the Platform allows you to receive continuous customer feedback (e.g., sales receipt invitation) or periodic snapshots (e.g., quarterly customer surveys). 

You can then utilize these feedbacks into your marketing plan, product design, customer service program, sales, content development, PR campaigns, and employee evaluation. The bottom line is loyal customers and employees, and increased profit.

 

Customer Survey Menu

What would you like to find out about your customer (Decision maker, consumer, influencer or end user)?  In general customer surveys are carried out for a variety of reasons ranging from evaluating your value proposition and general industry trends, measuring satisfaction, loyalty and finding at risk customers, determining why they purchased and what are the importance ratings of their "hot buttons", their current and future plans, measuring likelihood of purchasing new products and services, and their profile.

What makes us unique is giving you the

option to select from our survey menu,

picking the module(s) that best fits your

needs, providing a focused approach, and

consolidating different surveys into your questionnaire.
 
Survey Analysis

We will develop a Metric and Measurement process for your social media and online community as well as your customer surveys.  This will enable us to listen to your customers and prospects across the social media channels,

recommend actions, and measure the impact of actions. 

In addition the survey analysis will let us determine whether your clients are seeing you the way you want them to see you, develop measures of customer satisfaction and loyalty, issues causing customer attrition and at risk customers, determine why they purchased and what are their criteria to buy, assess future service and product opportunities, and update their profiles and/or business practices.    

We use quantitative scales to convert responses to numbers.  This enables us to avoid guesswork in evaluating your customer's responses.  We also rely on some open-ended comments for qualitative evaluations. (More..)