Customer Experience Audits
Are your customer dialogues meaningful?
Most firms today have some type of process for listening to their customers - either through ongoing qualitative and quantitative research, customer user groups, online communities, periodic account reviews or simply feedback from sales people and other customer-contact employees.
If you feel you’re getting the most out of your research and are satisfied with the return on your research investment ... congratulations. But frankly, we have found that most companies don’t feel that way—and if you’re one of them, then you should consider conducting a CE Audit.
We have been designing and implementing customer research programs for over 20 years. We've seen what works ... and what doesn't work. We can provide a fresh perspective and help you accomplish your business objectives more effectively and more efficiently.
A CE Audit provides a comprehensive review of existing customer loyalty and satisfaction measurement systems. We evaluate your current processes and make concrete recommendations on how to increase your return on research (ROR).
- Are you measuring the right things with the right customers?
- Are you making the most of your research investments?
- What are you missing? What's redundant or unnecessary?
- Are you investing too much? Not enough?