The Point

 

Customers are the most important revenue producing assets for any organization. Managing these important assets requires a systematic and disciplined approach toward achieving a sustainable competitive advantage. In our experience, however, approaches to measuring and managing customer expectations and attitudes have multiplied over the last few decades, causing significant confusion among customer champions within organizations. These decision makers are left struggling with answers to questions such as: Which is the best program for their needs? How can they disseminate and integrate customer feedback with other sources of information efficiently? And, most importantly, how can they implement changes based on customer-feedback to impact the bottom-line? As a result, customer equity continues to be left to chance in the marketplace.

 

Managing customer feedback does not have to be left to chance. At Marketing Point, Inc. we can help you establish a customer measurement system which can pull together different pieces of the puzzle to help you establish a world-class customer-centric program.

 

Knowledge Beyond Numbers

 

For over 20 years, our team at Marketing Point, Inc. has been designing and implementing customer engagement programs. We have assisted numerous Fortune 500 companies in the consumer and business-to-business arenas with our consultative approach towards solving business issues and providing research guidance.

 

Our development of customer satisfaction measurement and service recovery programs for the Airline, Technology, Restaurant, Retail, Hotel/Hospitality, Banking, Financial Services, Telecom, Manufacturing and Building/Industrial sectors has allowed for actionable information to be gained at every level of the customer experience.

 

Marketing Point, Inc. has assisted over 100 companies in measuring satisfaction and improving customer loyalty. Our programs are renowned for their responsive speed and efficiency in delivering high-quality, sophisticated research and providing clients with the insights needed to provide superior service to their customers.

 

The Process

 

Our approach to these programs consists of three phases. In the first phase, we invest time and resources in scoping and designing the measurement system. This helps lay a solid foundation and helps earn stakeholder buy-in. In the second phase, we undertake data collection and analysis of customer feedback data. Our emphasis here is on collecting quality data and on presenting research findings that provide clear directions to business managers.

 

In the last phase, we help implement these findings through a series of sessions to determine....

 

• How best to integrate the data and build a statistically predictive model or sets of linkages that are inclusive and accurate (benchmark and norms)

 

• How to develop a user interface so data is accessible and usable by appropriate end users throughout your organization.

 

• How best to calibrate the models or linkages on an ongoing basis to improve their accuracy and impact over time.