Whether it is a full-fledged CX program, a single feedback process, or a survey we have the competence and resources you need.
What can be more important than having control over market activities and sales processes? Its time to take the step towards ongoing feedback. Compared 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 build ongoing feedback to ensure that the work gets done correctly.
Nobody would ever dream of only measuring their economy once a year. In the same way we look at the attitudes and commitment. It’s not enough with a yearly survey. Instead, hold track of all important HR processes all the time, the whole year.
Therefore, let the employee survey to get supplemented with ongoing dialogues during the year. Then you have 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 to employees and to customers. We are experts on 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 over the organizations 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 comprehensive survey of climate, leadership and loyalty that includes work process for development of effective teams. You get to know what you should prioritize 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 give you a broad overview of how your company is perceived by your customers. You get a strategic decision making about your customers needs and attitudes to your products, services and quality.
Because everything is connected. Your success towards the customers is decided by the employee’s commitment and competence.
In the delivery usually contains personal presentations, in-depth analysis capabilities 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 collaborations with the best. We can take responsibility to guide your organization towards developing a overall feedback program in every channel and over every important touchpoints, both internally and externally.
A CX program implements a customer focused culture straight that permeates the whole organization. In all decisions that is taken are the customer’s perspective integrated. Those companies that figures out how you put the customer experience at the centre experience great 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 organization can easily understand the common goal.
Employee commitment: Committed and passionate employees are crucial for long-term success and a customer-focused company. To really engage your staff, you must first understand them and you do that with an eNPS program.
Customer feedback: A systematic method for gathering of customer feedback is the key to develop and improve the customer experience. Since the data can be gathered through several channels it’s important to use a platform that can be used continuously throughout the organization.
Actions: Feedback that has been gathered in a CX program must lead towards activities and action. Far from every survey results that is analysed eventually end up in a report and the manager’s desk. No, the feedback shall be obtained when the feeling is fresh and can be acted upon immediately.
Patience: To build a customer centred culture isn’t something that you do over a night; it’s something that is build iteratively through several years.
1) Because the customer experience control our desire to recommend to others.
2) Because customers that get an exceptional experience creates growth by shopping more and “sell” 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 customer has more power than every before and affect each other e.g. through social media.
4) Because continuous feedback from customers and employees is the most effect tool to improve and effectives the organization.
To map your customer journey through your offer is essential for you to improve your customer experience.
Putting on ”customer glasses ” and document the customer experience from their own perspective can help you understand how customers interact with you and help you identify areas for improvement.
Quicksearch can help you to document the customer (or for that part the employee) journey, which means that you can identify where and when you should ensure the experience with feedback.
Do you know want to know your competitors NPS. And do you want to know if you are perceived as better or worse. Along with NordicBench we offer industry analysis in most segments in the north
Many feel that the step after the results report is the hard part. What happens next? How do we proceed?
Quicksearch can present a number of good services that gets the feedback process to boost.