Increase understanding, while boosting efficiency and productivity. Identify, process, and analyze large volumes of data and integrate multiple streams and sources.
Our team takes the time to better understand how your content, products, and services affect your customers and how best to address their wants and needs. We help you gain visibility into the data you already have—even if it spans departments and sources or is a blend of quantitative and qualitative insights. By allowing our experts to gather, process, and analyze large volumes of data for you, your team is free to do what they do best—while directly benefiting from our systems and expertise.
Large paper-based survey project still required in your organization? Labor-intensive environmental scan/competitive intelligence project looming? Complex data collection project with rigorous quality standards and collection requirements? These are just a few of our favorite challenges—let us handle them for you.
You absolutely can do it yourself. There are many tools available online that make fielding a survey easy—and they’re often free. But buyer beware. Before you rush to start sending out questionnaires, please read How to Get More Out of Your Online Survey. We can offer you hard-earned wisdom about how to get what you really need to know (which is not always obvious) and how to build an actionable plan based on your results.
We manage complex data collection services that focus on flexible, scalable processing of sensitive mission-critical data.
Stay ahead of customer expectations. Transform data into actionable insights and recommendations that drive meaningful outcomes and sustainable results.
Make wiser decisions about new offerings, marketing, and hiring by fully understanding customer expectations. We explore how your customers respond to your products and services to enable you to align your offerings more closely with their preferences. We also make the wealth of information already within your organization more accessible to give you and your executive team the fuel you need to drive incremental sales and increase profitability.
It’s easy for information to get “stuck” in individual departments when folks are moving too fast and sharing data with others is a low priority. Data is our business, and our clients love when we transform data silos into useful resources. We combine, slice, dice, and mine data to find the customer insights clients can’t extract on their own. We use a variety of mechanisms, tools, and techniques to discover effective ways to segment constituencies, understand member/customer growth patterns, and match offerings to high-potential customers.
We deliver high-value business intelligence services that reveal compelling behavioral trends, revenue opportunities, and quantifiable event outcomes.
Every interaction is a customer experience—and your team’s role is critical to these “moments of truth.” Develop your frontline resources, minimize turnover, and increase profitability.
Want to generate loyalty by enhancing your customers’ experiences but stymied by how? We work with your team to strengthen relationships with your customers so you can turn those customers into brand evangelists and referral sources. Building on the voice of the customer and all of the ways we collect, analyze, and identify customer wants and needs, we address the far more complex issue of mobilizing every team member in the growth of the organization. We start with designing and delivering customized development programs to enhance both employee and customer engagement, and we overlay benchmarks to measure the impact of changes in employee attitudes and behaviors. In this way, we connect customer data to day-to-day actions and day-to-day actions to increased engagement.
You’re right about the connection between employee and customer engagement, and the reality is that this does take time. The question really becomes, “Can you afford not to devote time and resources to this issue?” Senior management can be reluctant to fund employee engagement directly because they fear it will be a cost without a return. In Behind Every Revenue Dollar Is a Customer, we demonstrate the direct impact your customers have on your revenue and bottom line when they interact with empowered, committed employees throughout your organization. The least expensive customer to acquire is the one you already have, and delivering positive customer experience translates into more sales and repeat sales as well as positive word-of-mouth referrals.
We work with teams to expand their repertoire of customer awareness and engagement skills, empowering them to interact effectively, build rapport, and ultimately increase customer loyalty.