Customer Engagement Assessments and Remediation

If you don't really understand your customers it's impossible to engage them in conversation and build relationships that lead to business success.

To that end, we offer services that gain meaningful insight into customer engagement challenges and opportunities. These insights can be rapidly acted upon, resulting in a fast-track to improved levels of engagement. The results of these efforts?

• Customers are being heard and action is being taken.
• Customers' experiences are improved.
• Customers have more reason to be loyal amd make referrals.
• Web and social media content are more relevant to customers.
• Sales, marketing, and customer care initiatives are more informed and targeted.
• The cost of sales decreases.
• The cost of customer support decreases.
• Profitability increases.

Rapid Insight Program

The Rapid Insight Program consists of two steps:

1. Top customers are asked a single question - that's right, just one question - that gets them to reveal their biggest concern about a vendor
2. Responses are analyzed. Identified issues are communicated back to the company

Upon completion of the analysis, we help clients develop and implement solutions to eliminate the causes of customer defection.

Hot Spot Elimination Program

Once the "hot spots" that cause customer dissatisfaction or defections are identified and prioritized, solutions can be developed and implemented. The Hot Spot Elimination Retention Program consists of four steps:

1. Potential solutions are developed that will eliminate the hot spots
2. Customers are briefed about the potential hot spot solutions and asked for feedback and input
3. Solutions are rolled out - in beta when necessary - and customer approval is measured
4. Additional solution "tweaks" are made based on additional customer feedback

Customer Engagement Internal Scorecard

The Customer Engagement Internal Scorecard is a powerful tool that provides insight into the status quo of a company’s customer-facing strategy and process and provides recommendations for improvement. The Internal Scorecard:

• Captures the status quo of your company’s customer-facing strategy and processes
• Identifies potential problem areas in customer facing strategies and processes
• Provides insight into where your company should focus on improving customer facing strategies and processes

Customer Engagement External Scorecard

The Customer Engagement External Scorecard provides companies an in-depth look into how well they are truly engaging their customers from the customer perspective. The External Scorecard measures:

• Customer engagement
• Customer satisfaction
• Likelihood of referrals
• Brand loyalty
• Top customer experience problems
• What customers want to change about being your customer

Customer Engagement Assessments and Remediation services result in:

• Higher customer life-time value
• Reduced rates of customer churn
• Operations cost reductions
• Elimination of unnecessary and ineffective customer touch points
• Development and implementation of effective customer touch points
• More referral sales

Let's start the conversation about how Customer Engagement Assessments and Remediation services can benefit your company.