Assessment services
“96% [of senior executives in the Bain & Company survey] said they were focused on the customer. 80% believed they delivered a ‘superior experience’ to their customers. Alas, when we asked customers in another survey to rate the providers of goods and services that they bought from, they gave only 8% of companies a superior rating.” — Fred Reichheld, The Ultimate Question, page 117
There is a real gap in perception vs. actual performance. The 8% of companies whose customers actually receive superior service perform significantly better than the competition. 1
A clear understanding of customer expectations — and how well you are performing against those expectations relative to your competition — is required in order to optimize the investments that improve the customer experience and lead to financial growth. A good place to start is with a thorough assessment of how your customer strategy links with your corporate goals and business model.
We offer:
- A Program Assessment to improve the value of your existing customer loyalty program
- Competitive Benchmarking to understand how you are performing relative to your competition
- A Program Roadmap to ensure your program is evolving in an optimal way