Whether it is a full fledged CX program, a single feedback processor a survey we have the competence and resources you need.
What can be more important than having control over market activities and sales processes? It is time to take the step towards ongoing feedback. In comparison the “yearly customer survey” looks like the Stone Age.
So what is it that really needs to work?
Think about it… and let us help you to build ongoing feedback to ensure that the work gets done correctly.
Nobody would ever dream of verifying their economy only once a year. We look at attitudes and commitment in the same way. It is not enough with a yearly survey. Instead, keep track of all important HR processes all the time during the whole year.
Let the employee surveys be supplemented with ongoing dialogues throughout the year. This gives you the opportunity to act directly when there is dissatisfaction and to highlight behaviours that drive a positive culture.
Quicksearch has conducted surveys for 20 years, both of employees and customers. In these areas we are experts regarding methods, statistics and analysis.
Do you want to involve the employees in the company’s improvement process? Do you want to know what they think and get a clear overview of the organisation’s strengths and areas of improvements?
Quicksearch Insight® is our employee survey that has been developed together with successful companies and universities.
Quicksearch Insight® is a modern and comprehensive survey of climate, leadership and loyalty that includes work process for development of effective teams. You get to know what you should prioritise to be able to lead your company towards a set goal such as competence, increased customer loyalty, profitability and efficiency.
Quicksearchs Insight (c) can be combined with a customer analysis that gives you a broad overview of how your company is perceived by your customers. You get the basis for a strategic decisionmaking about your customers’ needs and attitudes to your products, services and quality.
Everything is connected. Your success towards the customers is decided by the employee’s commitment and competence.
The analysis usually contains personal presentations, in-depth analysis enabling you to actively work in the portal and support in comparison with competitors. Additionally, the results can be analysed and broken down to customer segments, industry, country, product type and also segmented based on various different roles at the customer (e.g. client or user).
Quicksearch has for years built up experience from cooperation with the best. We can take responsibility for guiding your organisation towards developing an overall feedback program in every channel and over every important touchpoint, both internally and externally.
A CX program implements a customer focused culture straight through the whole organisation. The customer’s perspective is integrated in all decisions taken. Companies that figure out how to put the customer experience in the centre achieve favourable returns and growth.
The main parts of a CX program are:
Committed leadership: Passion for a customer focused culture begins at the top. Without understanding from the CEO there is low probability to create an effect for customer focused initiative.
Vision: Your vision for CX must be so specific that everyone in the organisation easily understands the common goal.
Employee commitment: Committed and passionate employees are crucial for longterm success and a customer focused company. To really engage your staff, you must first understand them and you do this through an eNPS program.
Customer feedback: A systematic method for gathering of customer feedback is the key to developing and improving the customer experience. Since the data can be gathered through several channels it is important to use a platform that can be used continuously throughout the organisation.
Actions: Feedback that has been gathered in a CX program must lead towards activities and action. Previously survey reports ended up in an analysis that later was presented to a manager far too late to act upon. The feedback shall be obtained when “the feeling is fresh” and can be acted upon immediately.
Patience: Building a customer centred culture is not something that is done over night. It is based on several years of consistent work.
1) Because the customer experience controls our desire to recommend to others.
2) Because customers that get an exceptional experience create growth by shopping more and “selling” to others. Recommendations are the single strongest influence on purchasing decisions.
3) Because in todays transparent world you can’t get away with poor quality. The customers have more power than ever before and they influence each other e.g. through social media.
4) Because continuous feedback from customers and employees is the most effective tool to improve the organisation and make it more efficient.
Mapping your customer journey through your offer is essential for you to improve your customer experience.
Putting yourself in the customer’s place and documenting the customer experience from their perspective can help you to understand how customers interact with you and help you to identify areas of improvement.
Quicksearch can help you to document the customer’s (or the employee’s) journey, which means that you can identify where and when you should ensure the experience with feedback.
Would you like to know your competitors NPS®? Do you want to know if you are perceived as better or worse than them? Along with Nordic Bench we offer industry analysis in most segments in the Nordic countries.
Many feel that the step after having received the results is the hardest part. What happens next? How do we proceed?
Quicksearch can present a number of services to improve the feedback process.
