Our Approach

CustomerConnect™ Approach

CustomerImpact’s unique CustomerConnect™ solution is a well-balanced and integrated program that seeks customer input across all touchpoints. Actionable insights, based on key metrics and powered by CustomerTextAnalysis (CTA) for verbatim comments, are generated and disseminated to all employees, so that they can make timely, more accurate decisions that will drive higher levels of performance. Our premise is that customer satisfaction increases as performance improves, leading to greater customer loyalty, fewer customer defections, greater operating efficiencies, and revenue growth.As part of this continuous improvement cycle, we are continually testing and confirming the linkages between performance, satisfaction, loyalty, and business outcomes. Our dashboard design service make immediately visible how those factors correlate by including operational, financial and customer intelligence metrics.

CustomerConnect™ Process

CustomerImpact adds value from day one, working with clients to design, deploy, and manage their customer intelligence program, using skills acquired over many years running hundreds of surveys and surveying thousands of customers. The four phases are:

(1) Discovery

Understand corporate business challenges
Confirm customer intelligence program objectives
Summarize and analyze previous customer intelligence findings
Determine Key Performance Indicators (KPIs) and supporting metrics
Identify all customer touchpoints of the process
Review data sources

(2) Design

Plan appropriate survey instruments
Design questionnaire(s)
Design sampling plan for all customer segments
Compose email communications
Design questionnaire logic
Establish business rules
Identify questions and threshold levels that will trigger Alerts
Create Reporting plan for Performance Dashboards

(3) Create/Test/Deploy

Input questionnaires, invitations, reminders
Test questionnaires
Test email communications
Create Dashboard user interface
Create and group charts and graphs
Input trigger data points and threshold levels for Alerts
Test integrations of dashboards into corporate network environment
Deploy

(4) Monitor and Manage

Check that surveys continue to operate without error
Provide ongoing support and maintenance
Analyze responses to determine when current questions have to be deleted or modified and when new questions have to be added

Business Justification

Save at-risk customers and the present and future revenues they representIdentify problems in the early stages, resolving them quickly before costs climb
Recognize and focus on opportunities with the best return
Make processes more efficient
Provide product-related information to Engineering and Product Management
Provide competitive input to Marketing and Sales
Deliver customer feedback on support agents, account managers, and other customer-touching employees to their managers, so that coaching/training needs are identified and compensation/rewards allocated
Segment and understand customers by demographics, perceptions, wants & needs, and behavior, with intent to cater to those with the greatest strategic value
Track overall satisfaction, loyalty, willingness to recommend, and satisfaction for all the performance attributes