Customer Experience

Customer Experience

Delight Your Customers and Grow Your Business

“By the year 2020, customer experience will overtake price and product as the key differentiator.”

The Challenge

How do you collect the Right Feedback, from the Right Customers, to gain the Right Insights, to drive the Right Changes, to Grow Your Business?

InsightNow!

Turnkey Voice of Customer Solution

InsightNow! is a fast, simple, low cost solution designed to help you take the first step in collecting and acting on customer feedback. You provide the email addresses of your customers and we do the rest. We create, launch and manage the survey. Then we analyze the responses and provide you with a Customer Insights Report based on your customers feedback.

Let us know how we can help with your Customer Experience needs


Customer Feedback

Use the Right Tools to talk to the Right People to collect the Right Insights

Voice of Customer (VoC) Analysis

  • Analysis of existing NPS and Survey Data
  • Evaluate any additional source of feedback
    (Customer Interviews, Journey Maps)
  • Internal Interviews

Relationship & Transactional Surveys

  • Collect feedback to determine what customers
    really value
  • Understand how competitors are interacting with your customers
  • Anticipate customer reaction to proposed changes

Customer Interviews

  • Not all customers are of the same value
  • Surveys reach operational resources
  • Interviews target decision makers at your most important clients

“89% of customers have stopped doing business with an organization after a single bad experience.”

“86% of buyers are willing to pay more for a great customer experience.”

“80% of companies believe they deliver superior customer service, but only 8% of their customers agree.”

“31% of companies say they don’t even use the feedback they collect.”

Case Study Icon

Relationship Survey

Fiber Optic Developer & Manufacturer

What We Believe…

You never know enough to stop listening

  • Listening to customers often confirms what you already believe (no harm in that!), but you might also be amazed at what you didn’t know. As fast as companies change and contacts turn over, it’s nearly impossible to have all the answers, and your assumptions just might be your undoing.

Not all customers are created equal

  • Some are just plain more important to your success. Make sure you’re talking to the right people in the right places because who you listen to matters. A lot.

It’s all just data until you use it

  • There are some wonderful tools that capture, quantify, analyze and report partner data. But having the best systems and the most insightful data doesn’t win the game. It’s doing something with the information that’s the ultimate accomplishment. If your data doesn’t inspire action, why bother?

Processes translate vision and strategy into execution

  • Despite the best intent to pursue a Customer Experience strategy, your customer facing team is the one that needs to execute on a day to day basis. Do they have the structure and framework to do this consistently, or are they just winging it?

Free Customer Experience Maturity Assessment

The assessment is designed to help you determine how Customer-Centric your organization is. Your responses will determine which CX Maturity Profile fits you best and where improvements can be made.

The assessment should only take about 5 to 10 minutes to complete. There are only a few questions in each of the 6 sections. Your progress will be saved so you can come back and finish if you run out of time.