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Who We Are | Customer Value Analysis | Platinum Edge Strategy | Expertise | Contact Us | Links
In This Section
Our proven strategy is simple and straightforward, yet extremely effective!CHART
Conducting Customer Value Analysis -our Customised and Flexible ApproachWe devote special effort to design a study
customised to
address your organisations needs and strategic goals. We can execute a comprehensive customer
satisfaction and loyalty measurement system-from project plan to action plan, or support you
by enhancing or conducting any component of the initiative. Our process is specially
designed to help you:
Our
proven Strategy is simple and straightforward, yet extremely effective, and
involves minimum imposition on your precious time. Here’s
what we do and how it works for you: Stage 1:
Design:
What Should You Ask Your Customers?
Once you have approved the project plan, the critical task of developing
your customised study begins. This requires gathering input from both your
organisation and customers. Our internal evaluation
usually begins by interviewing your management and
employees who have direct impact on the customer relationship. We probe for
their specific concerns and identify their beliefs about customer needs and
satisfaction issues. Employee participation in the design of the study generates
critical support for the effort. It enhances communication within your organisation
and boosts morale through active employee involvement. In our external evaluation, select representatives from your customer
base and a selection of competitors customers are interviewed in-depth. We ask specially designed, open-ended questions
to develop an inclusive list of customer issues and thoroughly understand
customer vocabulary. Factoring in all that we have discovered, we create a comprehensive
survey instrument with evaluation scales for use in the data collection phase of
your study. We ask the right questions so you get the right answers. We will help
you:
Stage 2:
Implementation:
What Did They Say?
Once clear on the questions that need to be asked, we can conduct the
customer satisfaction and value survey. Depending on your timing, budgets and
established mode of customer communication, we determine the optimal manner for
survey administration. Your options include mail, telephone or one-on-one
interviews with your former, current and prospective customers. Our advanced survey techniques will cover issues such as:
Our
methods and expertise in this area of data collection
are truly second to none.
Stage 3:
Analyse:
A Closer Look at Some of our Techniques
Our consultants who understand the key issues and emerging trends in your
market translate these raw numbers and verbatim comments from the survey into meaningful
customer information. The analysis includes segmenting your customer base in
ways that are relevant to your business which may include region, size, industry
and strategic importance. The outputs
of our Customer Value Analysis
allow
you to make solid decisions about your future based on factual customer input.
Our analytical techniques include:
We
summarise results in formats which are easy to follow and understand. You’ll
get feedback information in formats which have the most meaning to you.
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 | Defining
and Identifying Your Value As Your Customers Perceive It: Solutions in this area focus on understanding the end-results that would be most desirable to various customers, and help you create superior value delivery to your target customers. |
| Benchmarking
the Optimum Selling Profile for Peak Sales Performance These solutions effectively integrate information technology to enhance your sales and customer contact processes. |
To
improve your customer satisfaction and your position in the marketplace, our
research can show you:
| exactly
what service dimensions most impact your customers’ overall opinion and
their likelihood to repurchase or recommend your product, |
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strengths and weaknesses of your customer service relative to your
competitors, and |
| what
internal policies, operating procedures and systems are hindering your
employees from delivering a level of service that creates loyal customers. |
We offer you
recommendations on how to reallocate resources to attain your goals. We provide
you with solid plans for improving your ability to respond to the voice of your
customers.
Back
to TopEffectively communicating
research results throughout your organisation is another critical factor in the
successful execution of your customer satisfaction and loyalty program.
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We can also follow the benchmarking phase with interviews among your managers and front-line personnel to reveal obstacles and opportunities for exceptional service. |
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Then we tailor a tracking program to show you just how your customers perceive your performance on the service dimensions that most impact their repurchase decisions and recommendations. |
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We provide the results to you on a reliable schedule and in a format that is easily understood. |
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Then we help your
management team develop actionable solutions for correcting any problems we
uncover. |
Upon
implementation of improvement strategies, we will offer you the option to
continue to regularly assess, remeasure and track your performance so that you
can continue to grow and improve over the long term.
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Together, we
will track your implementation efforts, monitor shifts in the relative
importance of your customer satisfaction issues, and continuously identify
emerging competitive threats. |
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Monitoring
your performance over time also enables you to compare your performance with
that of existing and emerging competitors. |
Unbiased data is critical to the accurate measurement of competitiveness. For best results, professional interviewers -- from an outside firm -- should collect data from a representative and random sample of the entire target market of interest. Objective information is unattainable when using one's own employees (for obvious reasons) and impossible to gather solely from one's own customer list (because of skewing).
Therefore, outsourcing the project to a professional marketing research firm like Platinum Edge Consulting is the best way to ensure the integrity of the data collection process and the objectivity of the market study.
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Who We Are | Customer Value Analysis | Platinum Edge Strategy | Expertise | Contact Us | Links
Send mail to p-edge@bigpond.net.au with
questions or comments about this web site.
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