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Our services

Overview

Our services help to drive service quality improvement and customer experience management programmes.  We provide tools, techniques and guidance to help organisations learn more from their customers and make it easy for customers to give feedback.  We help organisations identify sources of customer dissatisfaction, prioritise remedial actions, turn satisfaction measurement into management actions and build customer loyalty and advocacy. 

Consulting,
assessments and
advisory services

 

 

Our consulting services range from strategic customer service reviews to  project support for major customer experience change programmes.  We can act as an external catalyst to customer service improvement initiatives, help drive transformations and provide ongoing assistance with periodic visits, customer service 'health-checks', executive coaching and leadership workshops.

 

Customer experience measurement

From our baseline studies to our ongoing tracking programmes, our customer satisfaction and loyalty research is more than just an approach to satisfaction measurement - it helps organisations actively manage customer satisfaction and loyalty upwards. It produces clearly actionable findings that focus on exposing the cost of poor service and turning satisfaction measurement into actions for profit and growth.

 

Customer feedback channels

We have developed and manage a number of online customer feedback channels that provide organisations with systematic and cost-effective feedback from their customers.  These voice of the customer solutions:

  • Make it easy for customer to provide feedback

  • Help organisations learn more from their customers.

 

Benchmarking and
best practice

In addition to our client-specific services we conduct customer service benchmarking and best-practice studies to help public and private sector organisations develop their customer relationship strategies and improve their customers' experiences.

 

Leadership
workshops,
seminars and conference speaking

Our in-house workshops and seminars provide a jump-start for management on the road toward reaping the benefits of customer-driven performance improvement.  Workshops can be tailored for specific industries and organisations or presented to wider groups from multiple organisations. Our seminars can also be adapted to be incorporated into industry conference programmes as 45 minute primers or a series of full-day workshops.

 

 
 

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