|
Design/Methodology:
Initial qualitative
phase recommended for developing the eQ model, key drivers
and input for behavioural scales. Followed by face to face,
telephone or online interview of selected customers in either
consumer or business to business field.
Marketing
Issues Addressed:
Customer Relationship
Management, Customer Retention, Organisational Alignment and
Benchmarking.
- Customer equity, loyalty and vulnerability. What drives
customer satisfaction and loyalty. Customers’ evaluations
on services received at customer touch points such as helpdesk,
technical service, billing and etc. What are their respective
strengths and weaknesses?
- Benchmarking against competition or service process leaders,
customer segmentation and value analysis to identify opportunities
for business improvement.
Analyses
Delivered:
- KPI on customer “health”, commitment and vulnerability
with comparison against key competitors/benchmark companies.
Drivers of customer satisfaction & loyalty.
- Performance by customer segments, by branch (e.g. banks),
by sales representatives (eg. Pharmaceutical) and key customer
accounts.
- Competitive gap analysis on performance and strategic
resource allocation priorities.
- Tactical resource allocation and incremental analysis
on improvement.
Works With:
- Linking to Employee eQ™ KPI for customer-employee
alignment by departments/service functions. eQuip Workshop
for root-cause analysis and action planning for change implementation
based on Customer eQ™ findings.
- Linking to Winning Brands for a total approach to brand
and customer relations management.
Back to Top
|
