Buzz Channel Customer Experience Platform

By: Buzz Channel  05-Apr-2012

Loyal customers = stronger profits.

Because of this proven fact, high-performing organisations know what is important to their customers and how their organisation is performing compared to customers' next best alternatives. They also monitor customers' experiences on an ongoing basis and nip poor performance in the bud before it impacts on overall customer satisfaction and loyalty.

This is what the Buzz Customer Experience programme delivers. Firstly, enabling clients to understand what their customers value and then to put in place a streamlined, cost-effective way to capture the experiences of customers and to bring these ratings and stories straight to teams in the organisation in a compelling way that calls for action.

The Starting Point - 'Customer Value, Compared to the Next Best Alternative'

What is it about your product or service that is actually important to your customers and how well are you meeting their needs compared to others? If you want to offer them even better value for money, what are the key things to focus on for quick improvement?

These questions are the starting point for the Buzz Customer Experience tracker. If we are going to measure your customers' satisfaction, let’s focus on measuring the things that will truly make a difference to your customers, build their loyalty and your bottom line.

Our Customer Experience programme starts by removing all doubt around what is most important to your customers. We then set up a streamlined tracker to capture the experiences of your customers in the areas that impact on their overall satisfaction, and we bring these straight into your organisation in a compelling way that calls for action.

Driving action at every level of  your organisation is the single most important feature of the Buzz approach. There is simply no point measuring customer experience if it doesn’t lead to improvement, and there are three ways we make this happen:

1. A focus on action:

Through the survey design and your special reporting portal, we make sure we deliver customer ratings and stories that measure only what is important to customers, gets feedback that is to the point, and that is easy for teams to action on the spot.

The survey design is critical and we have some unique ways to getting to the heart of what customers want to tell you.

2. Engaging your customers:

It may be robust research, but the tracker is also a brand experience for your customers, and we never forget this. It goes to all your customers, not just a sample, and the experience for respondents will more than meet your brand standards.

3. Simplicity:

Once we are up and runnng, this is a simple, streamlined process that frees up your teams to drive improvements rather than run a research project.

There are a lot of interesting things we can discuss with you about driving customer satisfaction to build loyalty, and the direct relationship that loyalty has on profitability. We can also show you how your teams can use this programme to identify the 'easy fixes' whilst using our advanced research and analysis services to inform your larger strategic projects. Don't hesitate to get in touch if you would like to know more.



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