Customer Experiences Inc. was brought in to help the organization build more Customer Loyalty. Upon review, it was determined there was a need to first identify what Promises were important to their customers and then determine the best way to deliver on these Promises. We started by understanding their current customer segments so we could determine what specific Promises were important to these customers.
Since they were in three separate businesses (development, consulting and staffing services) we began by understanding the promises for each of these segments. This incorporated many factors, including:
- Core competencies of their employees
- Financial models for each segment
- Specific services offered to each segment
- Market position
- Current Brand
- Other relevant factors
We started by interviewing and surveying a sampling of their customers to understand more about their experience with this organization. The data gathered was focused on better understanding the Promises that were being made (or should be made) and their relative importance to the success of the relationship. We sampled a variety of customers in each segment and gained some valuable insights into what could help them achieve their objectives.
We also acquired similar data from both employees and management of the organization to determine if the two groups were in sync. At the end of this process we were able to build a Promise Inventory™ which gave a prioritized list of Promises that their customers wanted, would work to build Loyalty and Differentiation, and increase their ability to drive more Profitability and Exclusivity.