After all, the worldwide economy is increasingly driven by and reliant on services rather than products.
CCMC is at the forefront of this marketplace transformation, helping companies gain a competitive advantage in a services-based economy. CCMC’s voice of the customer analytics support a reliable, fact-based approach to improving and optimizing the services experience.
We’re collaborating with a wide variety of services companies, including:
- Architectural firms
- Commercial real estate firms
- Law firms
- Consulting practices
- Overnight/express delivery
- Childcare providers
- Transportation companies
- Financial services companies
- Outsource/call center providers
Does your company know what matters most to customers and the bottom-line payback for delivering against those key drivers of the customer experience? CCMC has an acclaimed and results-based legacy of helping companies across the services sector listen to the voice of the customer and realize the benefits of delivering a better customer experience.
- In depth satisfaction and loyalty surveys that
- Identify the key drivers of customer satisfaction and loyalty
- Pinpoint competitive advantages and disadvantages
- Explore and validate customer needs
- Define the image and brand of the company
- Quantify the perception and awareness of existing products and services, as well as the feasibility of new offerings
- Identify the causes for lost customers
- Customer satisfaction and loyalty tracking programs that improve the customer experience, increase customer loyalty, and promote positive word-of-mouth advertising in the marketplace
- Customer care assessments that engineer best practices in service excellence across touch points
- Customer care training programs to enhance the communication skills of customer-facing staff