In addition to traditional measures like NPS, we will move your customer experience program out of the realm of a passive diagnostic tool into a prescriptive roadmap that drives revenue, share of wallet, process innovation, and growth. We partner with a range of experts and tools designed to facilitate a closed-loop feedback process where executive intervention ensures the success of key accounts. If we don't feel like our customer experience research is getting results, we will be the first ones to say stop doing it. Instead of one annual general study, we will say let's save that money and do a deep dive on this area, this process- let's brainstorm potential solutions and test the solutions the same way we would test new product concepts.

This is the kind of thinking that RESULTS oriented people do to get impact: We do NOT believe that research is an end in and of itself. In the realm of research, there is one reason to follow through with a recommendation and 50 reasons to maintain the status quo. Most suppliers says they are actionable but you know they do not even come close.

The key to success for a customer experience program is a business impact focus on improving retention and growing share of wallet. If a brand faces obsolescence due to new competitors, new products, or business models, the customer experience research needs to pivot outside of traditional methodological boundaries.

We blend hybrid quantitative-qualitative methods like integrated chat, video verbatims into your CSAT work to drive financial impact. Can you quantify the financial impact of lower satisfaction? We routinely do this analysis that mobilizes action.

bhagins@researchinnovationandroi.com

CUSTOMER Experience