Our Techniques

2. Research

Ever heard this in your organisation?

  • "Our brand message is inconsistent with the customer experience."
  • "Customers complain but nothing ever gets done about it."
  • "Our people don’t always treat the customer the way we want."

There’s always room for improvement

 

Find out how your customers perceive your business (and what you can do to improve it).

We offer three research levels, depending on your budget and requirements.

  Research Level 1 Research Level 2 Research Level 3
Research briefing proposal
Yes
Yes
Yes
Online customer survey
Yes
Yes
Yes
Online employee survey
Yes
Yes
One-day internal workshop
Yes
Yes
2 x bulletin boards for employees
Yes
2 x customer focus groups
Yes
Reporting debrief
Yes
Yes
Yes

 

1. Customer Insight Research

Methodology: One-off survey, conducted online.

Choose this option for quick, quantitative, results you can use as the platform to launch a customer-centric strategy.

The survey process includes:

  • Detailed briefing to understand your objectives for your customer management strategy
  • Creation of questionnaire
  • Scripting and hosting of the survey
  • Analysis of the results
  • Summary of findings in an unbiased, user-friendly report
  • Gap analysis to highlight differences between the findings and your organisational objectives
  • Recommendations and conclusions
  • Action plan and SMART objectives
  • Benchmarking against your competitors (optional extra)

2. Customer & Employee Alignment Research

Methodology: Online customer survey PLUS online employee questionnaire PLUS one-day internal workshop.

The survey process includes:

  • Online survey as option 1
  • Facilitation of in-house workshop
  • Definition of key customer experiences, strategies and goals
  • Participant understanding of internal motivations, strategies and core drivers
  • Gap analysis and action plan as above

Choose this option for greater insight into the key issues arising for both internal and external clients.

3. Customer and Employee Alignment Research & Qualitative Research

Methodology: Online customer survey as above PLUS online employee questionnaire PLUS one-day internal workshop PLUS 2 x bulletin boards for employees PLUS 2 x online customer focus groups.

The survey process includes:

  • Online survey as option 1+2 plus employee research
  • In-house workshop as option 2
  • Creation of topic guides and running of bulletin boards
  • Creation of discussion guides, moderation and running of focus groups
  • Action plan independently peer-reviewed and sent to you in draft form for your comments before completion
  • Findings and suggested actions presented in person to your senior managers (optional extra)

Choose this option for a thorough and clear plan covering the areas for improvement within the organisation.

For CEM Consultancy

 

Improve your customer interactions and your bottom-line, call 0845 456 4798.