Improve your competitive advantage with a customer experience program.
A Customer Experience Program allows you to collect valuable data from your customer base. If your organization does not have a process in place to gather this information, it should do so quickly with the help of customer surveys. By listening to the voice of your customers, you are ideally situating your organization to develop or improve your competitive advantage.
NBRI’s Customer Experience Program provides business leaders with critical input for short- and long-term strategy development. It also helps the organization develop or enhance products and services, establish policy and procedure decisions, reward employee behavior, and much more.
Here’s how NBRI’s Customer Experience Program helps your organization:
- Boost sales
- Identify competitive strengths and weaknesses
- Understand customer perceptions of your brand
- Build customer loyalty and strong relationships
- Customer Satisfaction Surveys
- Customer Service Surveys
- Customer Pulse Surveys
- Customer Loss Review Surveys
NBRI makes the process efficient and effective. Our expertise ensures confidence in the quality of the data you receive. We work with you to generate reports and run analyses that allow you to easily and immediately understand key differences in your customer groups.
Case Study: Customer Experience Program
A Fortune 500 retailer contacted NBRI to assist them with a particularly critical customer experience program. The client had recently acquired the assets and operations of an international Fortune 500 retailer and was concerned how this acquisition might impact customer satisfaction and customer service.
One of the key concerns was that each operation had different definitions of excellent customer service and how this customer service should be delivered. To reconcile some of these differences, the focus turned toward understanding what actual customers expected from their retailer as well as how the ideal customer experience might differ across regions, countries, and continents.
NBRI designed and deployed several customer surveys in 14 different languages, collecting enough responses to achieve valid data for all regions (with a 95% confidence level and a 5% sampling error), and ran ClearPath Analytics to identify key customer concerns. Data analysis revealed that the desired customer experience did differ across regions. While this was anticipated, the data here offered indisputable proof; proof that was essentially a prerequisite to the development of training programs and marketing strategies.
NBRI recommended the results of the survey should be communicated to all employees and training should occur at two levels: at the corporate level to emphasize commonalities and ensure consistency in the quality of service across all regions, and at the regional level by regional personnel to ensure employee behaviors aligned with the expectations of the area’s customer group.
Both the findings and recommendations were presented to corporate management. An action plan was then implemented to ensure the company would be able to consistently deliver high quality customer service to its existing and future customers.
Customer Satisfaction Surveys
Measure factors that directly affect company growth and profitability.
Customer Service Surveys
Take an in-depth look at your customer service personnel, your sales assistance personnel, your warranties, your website, and all ground-level customer interaction.
Customer Loss Review Surveys
Identify the root causes of why customers leave so that direct action can be taken to stop the devastating effects of customer loss.
Customer Pulse Surveys
Permit an immediate understanding of current customer service levels as well as the probability of referrals.