INSIGHTS INTO ACTION

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"Be as passionate about listening as you are about wanting to be heard"
                                                               
Brene Brown

Quantitative customer feedback, such as data from email surveys, tells an important part of your customer's experience but it's only a piece of the puzzle.  Qualitative listening allows for deeper listening and allows you to get to root causes and a better diagnosis.  Both are key components to a customer listening strategy.  We provide independent research, analysis, and insights to give you a more complete view to make data driven decisions so you have the confidence to take ACTION!

QUANTITATIVE LISTENING SERVICES

Electronic surveys are probably the most common form of quantitative listening, but now there are many other ways to get quantitative data including text surveys, conversational analytics, and social media feedback.  The key is getting enough data, accurate data, and turning it into actionable insights.  We help you with all phases of quantitative listening from design to insights to recommendations for experience design change.

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QUALITATIVE LISTENING SERVICES

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In Depth Interviews

15-20 minute deeper dives with a smaller representative segment of your employees or clients that provides rich insights

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Focus Groups

Targeted groups for a specific type of feedback who serve to provide information on a specific subject

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Roundtables

Groups brought together who often meet more than once, network with each other, and offer valuable insights

 

As a result you:

  • KNOW WHERE YOU STAND 

Get a clear picture of your strengths and opportunities from the perspective of the people who pay your bills. No more wondering, guessing, assuming.

  • KNOW WHAT NEXT STEPS TO TAKE 

Combine insights learned with other data, such as quantitative customer feedback and operational data to get a full picture.  Have a definitive plan in-hand for making the most of the insight you gain.

  • DEEPEN CUSTOMER RELATIONSHIPS 

The Hawthorne Effect teaches us that the act of asking for feedback alone has a motivational effect on the ones you ask. Add thoughtful follow-through to the mix and you’ve got a recipe for extraordinary relationships and extraordinary results.

From start to finish, Mark engaged with our leadership team, designed a clear strategy, built consensus, and delivered actionable recommendations. His collaborative approach and application of NPS, gave our team confidence on next steps. Mark has helped set our company on a path that will lead to not only better revenue, but more importantly, to turning our clients into raving fans. 

                                                                                              Scott Isbell     Content Director, W.L. Gore