The Next Generation of Relationship Assessments and Surveys

Companies cannot afford to lose a strategic, long-term customer. In fact, in today’s economic climate, companies cannot afford to lose any customer.  When serviced correctly, customers generate increased profits every year they stay with a company.  In other words, the longer a customer is kept, the more profitable they often become. The challenge then becomes, retaining and growing current customers, while acquiring new ones. The solution is often optimizing and measuring the customer experience.

We only have 2 sources of competitive advantage; the ability to learn more about our customers faster than the competition & the ability to turn that learning into action and profits faster than the competition.

-Jack Welch

Obtaining feedback directly from the Customer is a critical success factor for any organization. The single most predictive indicator of future growth is the level of dependency (i.e. loyalty and commitment) your customers have towards your organization. Therefore, increasing customer loyalty and commitment to you as a strategic supplier is a significant, if not the most significant driver of increasing sales and achieving greater financial performance.

Gathering customer feedback can increase cross-sell and up-sell effectiveness by 15 to 20%

-Gartner Research

2 out of 3 Voice of the Customer Programs fail to deliver actionable insights! The Chapman Group’s experts work in collaboration with your team to effectively design execute, and sustain a “Voice of the Customer” (VOC) program that delivers real-time actionable insights. Complete with the Customer Commitment Indicator and a “Prescription for Success” our team provides an action plan for improving customer relationships. This approach to a VOC Program will ensure your organization:

  • Engages customers at all contact points including the senior level / “C” suite
  • Effectively measures and analyzes performance and commitment indicators
  • Is empowered with actionable knowledge from the customer directly
  • Shares key learnings and institutionalize best practices across the organization
  • Stops reacting and proactively manage customers

By engaging The Chapman Group to assist your organization in developing, implementing and supporting your Voice of the Customer Program, you will have:

  • A higher probability of the retention and growth of important customer revenue/profit (wallet share)
  • In-depth and timely customer data to influence and guide business and customer-level strategy
  • Insights into the buying preferences and strategic direction of customers
  • Knowledge to support and drive collaborative action planning including economic value propositioning between the buyer and supplier
  • Knowledge to maintain competitive advantage(s)

Except in a few rare instances, a complete and extraordinary customer experience is the key to securing customer loyalty and generating superior long-term financial performance.

-Harvard Business Review