Coustomer Insights Service

Expectations from consumers, employees, investors and other stakeholders have increased exponentially thanks to accessibility of information, availability of multiple choices and willingness to experiment. Therefore, it has become imperative for businesses to offer a unique, distinct brand experience to its stakeholders, especially customers and employees to retain long term relationships.

Providing a ‘brand’ or ‘customer-centric’ experience that is meaningful over time and across relationships will set companies apart from their competition and even allow for loyalty through the most challenging times.

However, it’s important to know what type of experience the stakeholder is seeking before it can be provided. There needs to be a constant and consistent mechanism that identifies gaps and requirements, makes adjustments, implements new ideas / programs and tracks progress that allows to:

• Create Customer Delight
• Manage Expectations
• Avoid Loss of Desired Customers
• Strengthen Relationships
• Leverage relationships for long-term growth

Building a great Customer Experience is a dedicated, long-term, on-going activity, that will provide many benefits including enhanced, stronger relationships with stakeholders, improved customer loyalty, good word-of-mouth, reduction in customer churn & employee attrition and also create a competitive advantage which leads to better revenues & sales.

 Feedback can assist your firm through the entire Customer Experience cycle:

1. Identify problems / issues through assessment / measurements studies
2. Give practical insights and setting out short-term and long-term action points
3. Help implement those action points internally and / or externally and
4. Finally monitor the process to ensure that the customer / stakeholder experience has indeed improved.

Feedback’s extensive experience in the B2B research & consulting space in the last 29 years, coupled with a host of interventions ranging from experience measurement, organizational internal diagnostics, coaching and advisory services will certainly improve your customer experiences and end business outcomes.