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Who We Are
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In
This Section
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Who We Are |
Customer
Value Analysis | Platinum Edge Strategy
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In This Section
Platinum Edge Consulting is an
innovative professional consulting company specialising in conducting creative customer satisfaction and
customer value analysis.
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Using a
new approach to business development, we customise our research to fit individual
client needs.
Platinum Edge Consulting offers valuable customer satisfaction and value
measurement programs designed to help organisations stay connected to their
customers and ahead of their competitors.
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We provide you
with a competitive advantage. We are natural problem-solvers and innovative in
responding to change. We're good for your business!
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Our spectrum of services includes:
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identifying
information needs, marketing problems and opportunities,
understanding
competitive markets by conducting customer value/loyalty analyses,
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designing data
collection techniques,
developing
questionnaires and moderator guides, |
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conducting
focus groups and personal interviews,
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collecting
telephone, mail or central-site survey data,
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conducting
simple
types of multivariate statistical analyses, and |
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interpreting
findings and recommending strategic marketing solutions
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We give
you a complete solution that
includes:
| Defining and identifying the value of your products/services as your
customers perceive them.
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| Comparing the value of your products/services to that of your competition.
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| Benchmarking the optimum selling profile for peak sales performance.
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| Refining your performance factors as the customer's values change
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- We offer
quality
interviewing and data collection, quantitative and qualitative research
expertise, specific industry knowledge and experience, careful attention to
detail, custom and personalised project management and our entire staff’s
commitment to exceed our clients’ expectations.
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Have you ever thought about conducting a customer
satisfaction survey, only to abandon the idea because you thought it would
only tell you what you thought you already know?
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Have you ever conducted a customer satisfaction
survey, only to have the report sit on the shelf because you could not take
any action from it?
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Are you convinced you should be measuring customer
satisfaction, but do not know how to proceed?
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If you
answer "yes"
to any of the above, your
company/organisation could greatly benefit from our support.
Although Customer
Satisfaction Measurement is the most frequent application for market research in
the 1990's, it is often over-simplified, not well-thought out, and unfortunately
not actionable.
Most
major organisations conduct some form of customer satisfaction surveys as an
ongoing process in conjunction with their Quality programs. Smaller firms also
benefit from professionally-conducted customer satisfaction surveys. However,
based on our experience with customer satisfaction
surveys, there are seven key mistakes many organisations make:
- They
don’t understand and use information from their competitors’ customers.
An organisation may be improving its customer satisfaction, but losing its
competitiveness in the market.
- They
don’t understand that customer satisfaction factors can be important to
customers, but they don’t influence the decisions for selection.
- They
fail to include price/value factors into their customer satisfaction
criteria. Price is a value to the customer just like product and service
attributes.
- Organisations
do not have a structured process to ensure that market information is truly
utilised by business teams.
- They
rely on only quantitative, or only qualitative information, to derive
conclusions. Without quality information, it is impossible to make quality
decisions.
- They
do not have an established planning process to understand how they will act
on the results. Without actionable results, there is no commitment to make
changes.
- They
concentrate on customer satisfaction measurement rather than on building
customer loyalty.
In order
to overcome these common mistakes, Platinum Edge Consulting goes beyond
basic customer satisfaction measurements and conducts custom-designed market
research that helps companies with key business development issues.
Understanding how customers value
your products and services, how well you are meeting their needs, and what you
need to do to maintain a high level of customer satisfaction is a vital
component of any company's marketing plans.
“The
most successful companies are those that constantly stay in tune with their
customers; They continuously evaluate where they are.”
Platinum Edge Consulting strongly believes that
just satisfying customers is no longer sufficient.
In order to stay on top, we believe it is essential that your
Organisation also recognises how to retain existing customers and attract new
ones. This requires a
Organisation to:
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Vigorously seek
customer input – and listen carefully to their customers when making strategic
decisions;
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Relentlessly
focus on how you are performing relative to the market or key competitor by also
taking into account the opinion of competitors customers and perhaps also
prospective customers.
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Simple
approaches to assessing customer satisfaction fail to measure:
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Perceptions
of Non-Customers - tracking "market satisfaction"
requires input from non-customers as well as customers. |
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Performance
relative to Competitors - Customers judge your
product/service relative tom the offerings of your key competitors.
if your performance is improving but your competitors are improving
faster, it means that your relative perceived quality is actually
declining. |
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Focus on how
much more satisfied customers are with your products and services compared to
those of your competitors!
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Comparing your market perceived quality with that of
your competitors involves a dramatic shift in focus from satisfying your current
customers to beating your competitors through customer value analysis and
management.
Our strategy links customer
satisfaction tactics with competitive analysis and therefore gives you the kind
of analysis that could give you the edge in tomorrow’s marketplace!
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The
processes we use are based on the implementation of simple but unique survey
methods, which are concise, user-friendly and actionable.
We examine the perceptions of your customers, your competitors customers,
and your prospective customers. We then use specially developed and uniquely designed assessment tools,
and integrated measurement process to give you the guidelines you need.
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Using
special analysis tools, we generate customer satisfaction and customer value
baselines for your Organisation and for that of your competitors.
We also generate other vital
information that will give you the insight you need to be steps ahead of your
competitors.
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Our
proven strategy is simple and straightforward, yet extremely effective.
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Customer Value
Analysis
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Platinum Edge Consulting differs from other
consultancy firms because we focus
specifically on the value of your products/services as perceived by
your customers. We analyse your attributes and benefits from the customer's
perspective and verify your values even with your prospects and lost sales.
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Competitor Analysis
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Your customer is the most important part of the sales process. Platinum
Edge Consulting analyses and compares the value of your products/services with
that of your competitors' from
the customer's perspective. We ensure your value proposition is congruent with
your customer's needs.
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We help your business
to become more successful by:
| Presenting
an accurate picture of your Organisation’s performance in key areas that
contribute to, or detract from, the value customers place on your product or
service.
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| Providing
specific recommendations for tangible improvements.
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| Showing
you how to use your business processes to win new customers, and protect
your current market share.
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| Identifying
problems that need immediate attention.
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| Showing
you where to re-deploy resources for maximum market benefit.
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| Helping
you to build consensus around resource deployment and providing you with an
excellent source of information for goal-setting.
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| Identifying
what needs to be prioritised, saving time and money.
It gives you a bulls eye approach to target where resources can best
be utilised.
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This assists you
to:
| Achieve
better overall performance.
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| Improve
relationships with your customers.
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| Identify
the value of your products/services from your customer's perspective.
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| Quantify
your value proposition and compare it to your competition.
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| Build
a focused sales process.
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| Verify
markets and key customers.
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| Build
profitable partnerships in all your business relationships.
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| Use
your business processes to win new customers and keep the ones you have.
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| Identify
process problems that need immediate attention.
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| Determine
where to re-deploy resources for maximum market impact.
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| Establish a basis for predicting market share and
understanding changes that have already occurred.
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Customers
want to have their needs fulfilled. When a customer believes they have
found a product or service that is worth more than what they have to pay for it,
a sale is about to happen. But who is going to get the sale?
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Customers
compare the options available to them. They will buy from the firm that
offers what they perceive to be the highest value.
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Customers
in the marketplace you serve, have a perception about the value of your products
and services. They also have a perception about the value of your
competitors' products and services. When you compare these perceptions,
and you can, it is known as Relative Customer Value.
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Changes
in Relative Customer value drive changes in market share. |
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Platinum Edge
Consulting can show you how this
works and how to use it to your advantage. With our help, you can put in
place a Customer Value Added measurement system. Such a system provides
information which you can use to get the maximum competitive advantage from your
available resources.
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The
benefits of our customer value approach are far-reaching and can truly impact
the success of your business, helping you keep your customers delighted, loyal
and satisfied. Using our client-centred approach which puts you at the centre of our focus, we go far
beyond providing simple customer norms. We
build a customised blueprint for improvement, which will guide you in increasing
customer satisfaction and the value of your business.
Platinum
Edge Consulting knows the power of satisfaction, and we can put it to work for
you!
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