A diverse set of metrics and innovative analytical techniques offer a rich, multidimensional, and customer-centric view of your products, services, and customer care.
Advanced statistical models are used to identify the key drivers of customer satisfaction and loyalty, prescribe priorities for action, and identify which actions yield the most favorable ROI.
A comprehensive set of reports and interactive round table briefings are used to share insights, identify the next steps, and collaborate on a blueprint for moving from measurement to action.
Asking and answering the right questions, CCMC’s Baseline Survey builds an ROI-based business case for action and sets the stage for ongoing tracking.
Creating an economic imperative to improve the customer experience
- What are the baseline levels of customer satisfaction and loyalty as they relate to your products, services, and contact handling?
- What’s the bottom-line impact of less-than-perfect customer experiences?
- Where are your competitive advantages and which competitive disadvantages create an at-risk relationship with your customers?
Identifying those actions that yield the best ROI
- What are the key drivers of customer satisfaction and loyalty?
- Which types of customer problems and areas of customer dissatisfaction cause the most market damage?
- What’s the ROI of initiatives to improve the customer experience?
- How should your actions and priorities be adapted to meet the unique needs of key customer segments?
Optimizing the ROI of customer care
- Which touch points do your customers prefer? Which do they use?
- How should you calibrate customer care service standards to optimize touch point satisfaction?
- What are the gaps between what your customers “want” and “get” when contacting a touch point?
Providing perspective through authoritative benchmarking and credible target setting
- How does your performance compare against industry-wide benchmarks?
- How should you calibrate performance management targets so that they are credible and achievable?
