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Over 30 years of experience in the Customer Research, Quality Assessment, and Training/Coaching.
Research, Quality Assessment, Training
Intelligentics helps clients find out what their customers are thinking and what those same customers are experiencing in the moments of truth when they interact with a client’s team member. Customer/employee surveys, focus groups, and in-depth interviews that get to the heart of customer sentiment help make crucial tactical decisions regarding the expenditure of limited resources. Objective data on the Customer Experience your team is providing identifies key gaps and provides a blueprint for measurable improvement. Custom training/coaching solutions based on your customers’ expectations and your team’s service performance will move the needle on customer experience, satisfaction, retention, and loyalty.
A manufacturer/distributor wanted to know how customers viewed them in relation to competitors and if Amazon Business was going to be a disruptor in their market. Our Strategic Positioning Survey gave them the data to sleep better at night knowing Amazon Business wasn’t a threat, but also that customers were very dissatisfied with their Sales/Support, especially when it came to email. For a company priding itself on an “exceptional” customer experience, this was a huge revelation.
We followed up the survey with an objective Service Quality Assessment of 100 customer emails and discovered the crux of the problem with their email communication. Their customers were 50-60-year-old engineers (we learned that in the survey), and their Sales/Support team were Millennials treating email like “text” communication.
We used this data to provide targeted training and coaching to their Sales/Support team on how to craft a professional email and efficiently communicate what customers want/need. A follow-up survey less than a year later showed increased customer satisfaction with email communication of over 20%.
We are your process improvement partners who help you grow through a cyclical approach to save you money you didn’t know you were losing so that you can then reinvest this capital into your business without the need for additional budget.
