Customer experience research and metrics must accompany you on your path to customer-centricity.
Re-design and improvement are not possible on your journey, unless based on a clear understanding of your customers’ perceptions, values, and practicalities.
Anything else is just your team thinking they know what the customer needs. That isn’t Customer Experience at all, that is business as usual somewhere down the yellow brick road…
LOYALTY DRIVER ANALYSIS
Insight into what really matters to your customers – what keeps them loyal and coming back to you – allows you to use your resources in areas that will yield the highest return in customer loyalty.
Want to learn how to figure out what’s most important to your customers?
Engaged employees outperform their disengaged colleagues and organizations that foster employee engagement make more money. Those are the facts and they are indisputable.
Our Employment Engagement solutions identify gaps in your culture that foster disengagement and help you develop an action plan to close the gaps and improve.
NET PROMOTER SOLUTIONS
Many companies want to start or are already using Net Promoter Score (NPS) ®. Some start on their own and find it more complex than expected. Others just need help making it work from the beginning.
It is nearly impossible to use NPS® correctly without professional assistance. AboutFace has just the right solution whether you are a new or current NPS® users.
SERVICE RECOVERY PLAN
Each service failure is actually an opportunity in disguise – a chance to infatuate your customers.
To take advantage of those opportunities, companies must have clear and systematic plan. AboutFace’s Service Recovery Plan, backed by our primary research on service recovery, will drive understanding, improvement, and accountability – allowing you to turn lemons into lemonade.
There is a frenzied flood of email, telephone calls, surveys, comment cards, and social media responses…
Businesses receive customer feedback every day. The question is how do you turn this influx of qualitative feedback into measurable insights?
Text Analysis will connect you to your true story and save your budget by using what you already have, customer feedback from many sources.