Variation or change is no longer something that businesses choose for themselves - the global economy means things never stay still and the rate at which markets and customers change is phenomenal.
So how does the modern business stay relevant in their market, have confidence in their marketing / business development spend and maintain a viable committed workforce?
Business's need to create a culture and systems within the business that are aligned to the 'voice of the customer'.
That means all employee's need to understand that the customer is the BOSS - the customer pays their salaries. Loss of customers or unhappy customers means less income for the business and therefore lower job security.
Once that message is firmly embedded within an organisation - change or variation is no longer fearful. Your staff will accept variation from customers far more readily than they will from you - their employer or manager. They will also more readily accept systems and processes that are directed toward meeting customer needs and market expectations.
We will work with you to ensure your business development stategies and business improvement systems are based on your customers expecations as gleaned from the 'voice of the customer/market' to enable your employees to readily accept change rather than being overwhelmed by it.
Our customer experience research examines how your customers 'experience' dealing with your business and your staff as opposed to competitors.
In this context, we identify why your customers buy from you, and not your competitors.
We identify your customers buying behaviours and drivers of purchase for your products or services and identify your brand differentiation niche.
We also find out what other services / products your customers would purchase from you if they were available.
We then integrate those findings back into your business to inform and optimise your marketing spend, establish a brand management stategy, develop your sales and marketing staff and align all of your employees to the needs of customers and market expectations.
Our customer satisfaction research examines your business’s processes and assesses customer’s satisfaction with each stage of that process.
In this context, customer satisfaction data will measure how well your business is performing from an operational perspective.
To achieve this we ask two basic questions?
The results of this research can be spectacularly cost effective in improving business operations and reducing waste. We work with you and help you pro-actively use the feedback to make the necessary process improvements.
Moreover, we help you manage the subsequent change with your employees and assist your with follow-up communications to customers.
Our employee experience gap analysis process examines all employee’s (not just your sales and marketing team) understanding of the business’s overall strategy and seeks to identify their level of understanding of your customer’s expectations.
85% of businesses do not understand their customers experience and even less understand their employee’s experience of those customers.
We spend as long as it takes on the ground in your business talking to your staff, understanding your processes and gaining a clear understanding of what your employees percieve are the performance standards expected of them from your customers.
We also interview key stakeholders involved in your business.
We will use all of the data gathered to gain an understanding of the culture of your business and to gauge how customer focused your staff are.
Integration of customer experience and market data to employee’s experience is seldom achieved with businesses.
Failure to integrate customer/market research data back into the business can cause the business further harm.
Customer’s expectations will not be met if key customer touch point personnel are not fully aware of those needs and expectations.
Once we have the customer, market and employee experience data to hand we will marry the data sets and conduct a gap analysis.
We will work with you to ensure your marketing stategies and spend is relevant and targeted, your brand messaging hits the mark, your sales teams are fully informed and empowered and all your employee's understand what customers expect.
Is your business on the compliance treadmill, are you finding you are increasingly having to becoming accredited to this standard or that regulatory process?
We will work with you to make to sure that the standard does not ‘wag the dog’ and that it actually achieves what it was designed to do – help you improve your business processes as a results of customer and market input.
Our senior people are qualified Business Management professionals.
Align all the data to your business strategy and work with you to simplify and streamline the data you collect and ensure that it is converted to business knowledge by being utlised.
We work with you to discard any redundant data, and improve your databases and ensure the right business information is converted to business knowledge.