Our Process


TRUTH

Step 1: Customer Loyalty Assessments
We interview your customers and get the truth about how they feel about your company. What they like and what they don’t like. Learn what you can do to move them beyond satisfaction and turn them into loyal customers and promoters.

ANALYSIS

Step 2: Customer Feedback Analysis
See how many of your customers are promoters, passives and detractors. We calculate your Net Promoter Score which you can benchmark against market leaders. We bring you your customers’ unedited “verbatims”including the good the bad and the ugly and prioritize their suggestions for maximum impact.

RECOMMENDATIONS

Step 3: Recommendations for Executive Action
We provide you with a comprehensive set of actionable recommendations which when implemented will further please your loyal customers and will convert detractors and passives into promoters.

IMPLEMENTATION

Step 4: The Hard Stuff
From root cause analysis, process mapping and employee engagement to the design of simple meaningful metrics we provide you with the roadmap and the level of assistance you desire to focus your organization on making customers happy at every touch point.

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