Voice of the Customer: Customer Satisfaction
On a Scale of 1 to 5, How High Would You Rate?
In a recent Bain & Co. survey, 80% of companies believed they deliver a superior customer experience but only 8% of their customers agreed. Why is there such a large gap and how can it be fixed? How can you enhance their experience and ultimately your bottom line?
The Voice of the Customer is a unique two pronged program that connects you with your customers AND taps into one of your most valuable resources – your people’s brainpower. Here’s a cost-effective way to stay close to your customers, discover what matters most to them and strengthen their total experience with your organization.
How Are We Doing?
Using surveys and focus groups, we assess customer satisfaction with your services. We determine those defining moments, or touch points, that can make or break a customer’s experience with your practice, agency, facility, institution or business.
How We Can Do Better?
Taking what we learned from your customers, we channel that information to the true experts, those closest to the action, who will create Quick Easy Wins (QEW’s) to remedy the service glitches and increase customer satisfaction.
Voice of the Customer can radically improve your service quality in a short period of time. It will:
- Uncover the priorities and expectations affecting your customer’s satisfaction.
- Turn the customer’s voice into focused action for faster, better service solutions.
- Strengthen the teamwork within and among various departments or business units.
- Understand purchase and usage decisions – why customers buy or not buy or use or not use your products and services.
Stop Paying Lip Service to Service!
Here’s how Branding 4 Service can give your business or organization the competitive advantage with customers, clients, funders or the public.
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