Gain insight –
customer experience research
| Gain insight into what drives loyalty from your customers
Our customer experience research evaluates to what extent your brand promise, product offering and customer experience are differentiated and deliver customer value. Unlike most customer surveys which typically measure satisfaction against a pre-determined set of generic attributes, our research process measures satisfaction against the specific priority expectations of your company’s most profitable customers. We’ve specifically designed our approach to avoid unnecessary complexity, lengthy processes and reams of data that add little insight. Our customer experience research focuses only on those factors that really make a difference: the key values and expectations of your most profitable customers; how you measure up in delivering these; the loyalty these customers feel towards your company and, most importantly, the two or three things you need to do to increase their advocacy. The result is real insight into your most profitable customers’ needs and a very focused and clear agenda for differentiating your customer experience. It’s a quick, simple, cost-effective way to help you to devise an effective customer experience strategy. |
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 I found the CEM+ survey to be of enormous value to O2 Ireland. Based on previous research we all had our own interpretation of what customers expected and how we were performing relative to the market. The research findings gave us unprecedented clarity around what earned loyalty in the market and enabled us to communicate hard facts to senior managers and staff alike. I would recommend smith+co’s approach to any business embarking on a strategy centred around the customer.
Darren McLean, Head of Customer Insight & Research, O2 Ireland |
