Loyal customers = stronger profits.
Because of this proven fact,Â high-performing organisations knowÂ whatÂ isÂ important to their customers and how their organisation is performing compared to customers' next best alternatives. They alsoÂ monitor customers' experiencesÂ on an ongoing basis and nip poor performance in the bud before it impacts on overall customer satisfaction and loyalty.
This is what the BuzzÂ Customer Experience programme delivers. Firstly, enablingÂ clients toÂ understand what their customers valueÂ and then to put in place a streamlined, cost-effective way to capture the experiences ofÂ customers and to bring theseÂ ratings andÂ storiesÂ 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, letâs focus on measuring the things that will truly make a difference to your customers, build their loyaltyÂ 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 ofÂ your organisation is the single most important feature of the Buzz approach. There is simply no point measuring customer experience if it doesnât 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 isÂ 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 theÂ tracker is also a brand experience for yourÂ customers, and we neverÂ forget this.Â It goes to all your customers, not just a sample, and the experience for respondents will more than meet your brand standards.
Once we are up and runnng, this is a simple, streamlined process that frees up your teams to drive improvements rather than runÂ 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 theÂ 'easy fixes' whilst using our advanced research and analysis services to inform your larger strategic projects.Â Don't hesitate to get in touch if you would like to know more.