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Customer Experience Research
Through mystery shopping,
customer surveys, and quality assessments, Person to Person
Quality helps clients improve customer service. Another set of
services addresses customer experiences in a very direct way.
Consider these situations –
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Many customers
create a Customer MomentSM
but choose not to buy from you. Why? Is it because they
were “turned off” by some aspect of their experience? Or,
did they elect not to buy during that moment because they
were “just shopping”? If you knew, you would have a better
chance to win during their next Customer MomentSM.
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Person to Person Quality
addresses these kinds of client needs. We design and implement
programs for collecting information from customers. We gather
data over time, and then translate it into actionable
information that can be used to address causes not just
symptoms of customer service issues. We recommend specific
actions and, if desired, we help implement those
recommendations.
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Consider your customers
who complain or complement. They can be valuable sources of
insight. Many firms work hard to address a specific
complaint, but once they satisfy the particular customer,
they stop. Lots of businesses review customer comments, but
rarely in a deliberate way that yields value. Yet, everyone
recognizes the value in understanding the root causes of
complaints and complements. |
Person to Person Quality can
collect, organize, and interpret customers’ feedback for you –
written feedback, recorded telephone contacts, or targeted
customer intercepts. Our role is to gain an understanding of
the root issues and to help to correct or build on them to
improve customer service. We define; we recommend strategy;
and, if desired, we help implement that strategy.
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Contact us to see how ADI's
Person to Person Quality
can assist you with your Customer Experience Research needs.
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