You cannot understand customer needs if you do not listen to them! Listening practices is the burning platform out of which the company can effectively build a customer focus culture. Yet, traditional customer surveys do not deliver the expected benefits. Satisfaction surveys seldom materialize in tangible improvements for customers.
What is at stake?
How to design and implement a process to collect the voice of the customer and:
- Mobilize internal stakeholders
- Identify real customer expectations
- Improve relationships with customers
Our value proposition
A comprehensive approach starting with the selection of customers and key contacts to be interviewed down to the design of an action plan:
- Design of the listening process
- Project management support
- Adjustment of listening channels to the context and stakes of the company: telephone, face to face involving consultants or operational representatives, web questionnaire.
- Training of interviewers
- Analysis of results and recommendations
- Facilitation of action planning workshops
- Feed back to customers
The approach and methodology that we have developed year after year is now considered by our customers as a best-in-class practice.
As our customers run several campaigns, they naturally take ownership and tend to internalize the listening process. They can then decide to acquire a licence of use of our web platform, WHY CUSTOMER INSIGHT®.
Expected results
- Overall company mobilization on customers’ expectations
- A systematic feed back to all customers interviewed
- Cross functional action plans as well as targeted action plans on strategic accounts
Our uniqueness
- Ability to mobilize teams on the voice of the customer
- Use of the listening process as a milestone in the relationship with a customer
- Ability to conduct listening projects at international level
- WHY CUSTOMER INSIGHT®: a software platform supporting the whole customer listening process, in SaaS mode
- Consulting expertise on key loyalty drivers to leverage
- Knowledge transfer to your teams