Measuring Customers’ Experience
Is…
Retaining Your Existing Customers,
Attracting New Customers,
Establishing A Stronger Brand,
Gaining A Competitive Edge &
Boosting Overall Profitability…
…Important To Your Organization?
If it is, please read on because…
We Have A Unique Solution That Does The Above & More With Fringe Benefits Too
“Perception Is Reality” - this is true for all of us and therefore certainly true for your customers too. Which only means, in our increasingly interconnected world, you have to, as an organization, pay even closer attention to your customers’ perception and thus your customers’ experience at all touch points.
Read The Following Carefully…
“92% of your potential customers research you online” - BIG Research
“Reviews are the #1 factor when considering you” – Avenue A, eMarketier
“72% of online shoppers say that web reviews and ratings on company websites and elsewhere influence their purchase decisions more than any other factor.” – 2010 Social Shopping Survey by the e-tailing Group
“The world has changed, social utilities have enabled your customers and potential customers to share their experiences and engage in conversations without your active participation. The opportunity you have available to you is to fast become a part of these conversation and use platforms like Rate Your Experience to create these conversations, because these Social Utilities platforms present a significant opportunity, but only to those who embrace them.” - Manoj Sharma, Founder, Singapore ServiceAcademy.com
“Is your business wired, tired or on the verge of being expired?” – SEMA Online Marketing Conference
So, are You Smartly Measuring Your Customers’ Experience Through Social Media, Social Buzz & In-Depth Customer Engagement?
If you are not, you need to start right now, before your organization gets expired.
Now That You Are Aware Of The Impact Of Perception How Do You Form Great Perception Online?
The Web, Forums & Social Media above all else are powerful tools in shaping perception. The challenge your organization therefore has is to create a good public perception through your customers and for your potential customers too. This involves listening to your customers, Measuring Their Experience and working towards continuously enhancing it by being in service.
We Can Assist You Do Just That Right Now!
We can assist you drive measurable results by showcasing the right customer-generated ratings, at the right time, to bring value to both your customers and potential customers and through them your organization.
And that is where intelligently Measuring Your Customers’ Experience comes into play. Because from your customer’s perspective, the higher up the value chain you desire to go, the more your customers’ expect you to differentiate and deliver not just excellence but also legendary experiences, signature services & mystical memories for them.
You Can Only Improve What You First Measure
And this is what our Measuring Your Customers’ Experience technologies will assist you to do.
1) Measure Your Present Customers’ Experience
2) Identify Gaps Between Your Customers’ Expectations & Your Experience Delivery
3) Bridge The Identified Gaps By Improving Your People’s Performance, Your Customers’ Fulfillment & Your Overall Profitability
And did we mention the merits of having this documented for all to see? (ask us about it)
Excellence Is Never An Accident
An excellent customer experience does not happen by accident. Legendary Experiences, Signature Services & Mystical Memories, are not happenstance. Likewise, consistent profitability is never down to sheer luck.
We Measure What Matters To Your Customers using SOCIAL UTILITIES, SOCIAL MEDIA & SOCIAL COMMERCE
After years of customer research, we put together a proprietary social-based Rate Your Experience technology that measures what matters to your customers.
We First Measure The Commonality That Allows For A Standard International Benchmarking
Consciously or Subconsciously your customers are rating your…
PEOPLE
They are asking themselves…
1) Were The People I Interacted With Professional – Did They Make Me Feel Valuable, Were They Knowledgeable & Competent At Their Job?
2) Were The People I Interacted With Personable – Were They Welcoming, Warm, Friendly & Likable?
3) Were The People I Interacted With Problem Solving – Were They Willing To Assist Me, Address My Challenge & Find A Solution?
PRODUCTS & SERVICES
When rating your Products & Services, they are asking themselves…
1) Did I Get Ample Choice Of Products And/Or Services?
2) Did I Have The Option Of Customizing The Products And/Or Services To Meet My Specific Needs, Wants And/Or Desires?
3) Did The Products And/Or Services Work As Promised?
4) Did The Products And/Or Services Ultimately Meet My Needs, Wants And/Or Desires?
PROCESSES, PROCEDURES & POLICIES
When rating your Processes, Procedures & Policies, they are asking themselves…
1) Were Your Processes Timely Enough For Them?
2) Were Your Procedures Convenient Enough For Them?
3) Were Your Policies Flexible Enough For Them?
PHYSICAL & VIRTUAL ENVIRONMENTS
When rating your Physical & Virtual Environments, they are asking themselves…
1) Were Your Physical Environments Inviting & Ascetically Appealing?
2) Were Your Physical Environments Designed For Their Convenience And Were They Comfortable To Be In?
3) Were Your Virtual Environments Easy To Access, Well Laid Out And Simple To Get Around?
4) Was The Content In Your Virtual Environments Up-To-Date, Accurate & Relevant?
OTHER COMPONENTS
When rating OTHER COMPONENTS, they are asking themselves…
1) Was There Congruency Between Your People, Products & Services, Processes, Procedures & Policies, Physical & Virtual Environments?
2) Was The Overall Experience Value For Their Time, Resources & Money?
3) Are They Likely To Come Back And Experience Your Organization Again?
4) Would They Recommend Others To Engage Your Organization?
We Then Measure The Specific Across All Industries
While there are commonalities that matter to customers across all industries, there are also things that matter to customers that are specific to certain industries or peculiar to your distinct organization. We recognize this and therefore our proprietary Rate Your Experience technology has the flexibility to measure specifics across the following industries that can be fully customized for your unique organization.
Because What We Measure Matters To Your Customers It Should Also Matter To You
Measuring is but the start point. It has to continue in Improving Your Customers’ Experience and result in Boosting Your Overall Profitability so you can Serve The Interests Of Both Your Customers And Stakeholders
Your Benefits
Engage us and we will assist you…
- Create Conversations With Your Customers and Potential Customers To Get Accurate Customer-Specific Feedback So You Know What Matters Most
- Intelligently Collate It So It Makes Great Sense And You Know What Needs To Be Done
- Create Initiatives That Improve Your Customers’ Experience So Your Customers Come Back and Recommend Others Too
- Re-measure Your Customers’ Experience Post The Initiatives So You Know What’s Improved
- Correlate Your Improved Customers’ Experience So You Know What Accounted For Your Higher Overall Profitability
State-Of-The-Art Technologies
No request on your part is too big or small for us. If it matters to you, it matters to us. Let us know what your end goals are and we will fully customize highly valuable initiatives based on our proven methodology, using state-of-the-art technologies, where appropriate.
Our Methods
Our methods include…
• Onsite – Offsite Flexibility
• Web-Based Transparent & Confidential Options
• Real Time Social Buzz Technologies
• Face-to-Face Measurements
• Telephone & Other Measurement Mechanisms
Your Options
• Rate Your Experience Technology
• Brand Audits
• Mystery Shopping
• Focus Groups
• Customer Satisfaction Surveys
• Employee Satisfaction Surveys
• Industry & Organization Benchmarking
• Compliance Checks
• Reward & Recognitions Services
Our Process
- Measurement Fact Finding
- Measurement Diligence
- Measurement Development
- Measurement Approval
- Measurement Team Selection & Education
- Measurement Commencement
- Measurement Reporting
- Measurement Analysis
- Measurement Recommendations
- Measurement Improvements
- Re-Measurement Of Improvements
- Measuring Profitability
Your Ultimate Benefits
Ultimately “Measuring Your Customers’ Experience” will assist you to…
- Retain Your Existing Customers
- Attract New Customers
- Establish A Stronger Brand
- Gain A Competitive Edge &
- Boost Your Overall Profitability
The 5 Most Important Things For Your Organization!
