|  | 

Research Topics

Customer Lifecycle: Do your employees really understand your customers?

Customer Lifecycle LLC utilizes Employee Mirrors to help you find out.

How well do your employees know your customers? Can they accurately represent the ‘voice of your customers’? By conducting an employee ‘mirror’ study, you can find out. In an employee mirror study, employees complete the same or very similar survey as customers. They are instructed to answer the questions as they think customers will respond. If your employees are on the mark, meaning, their answers match up with how customers responded, they can accurately represent the ‘voice of the customer’ within the organization to mitigate problems before they happen. If your employees are not in synch with your customers, perceptions can vary significantly and can provide different or even contrary stories about performance.

When both employees and customers evaluate specific interactions consistently, it reflects that similar performance expectations are in effect. Similar expectations likely lead to actions between customers and employees that are reflective of mutual goals and understanding.

There are a variety of ways to conduct a mirror assessment of employee and customer perceptions. Some of these can provide the basis for actually linking perceptions between the two groups quantitatively. A quantitative link can help a company determine the specific impact that employee change can have on customer loyalty. It is a basis for prioritizing improvements and assessing the return.

For more information visit our website: www.customerlifecycle.us

Click the button below to download pdf.





Related Articles

  • Research Now Acquisition Complete

    Research Now Acquisition Complete

    PLANO, Texas – March 18, 2015 – Research Now Group, Inc. (“Research Now”) announced today that Court Square Capital Partners (“Court Square”), a leading private equity firm, has completed its previously announced acquisition of the company. Court Square acquired Research Now through the purchase of interests from the existing group of shareholders and the refinancing

  • TNS appoints new Head of Automotive for USA

    TNS appoints new Head of Automotive for USA

    London: 11 March 2015 – Global research consultancy TNS has announced the appointment of Andy Turton as Head of Automotive for the Americas.  Andy is currently Global Development Director for TNS Automotive and Global Account Director, with over 25 years’ experience in automotive market research. In his new role, Andy will be responsible for developing and

  • SSI QuickPoll Reveals NFL® Player Safety Rules Increased Viewer Enjoyment

    SSI QuickPoll Reveals NFL® Player Safety Rules Increased Viewer Enjoyment

      Close to 80% Surveyed Plan to Watch the Super Bowl: Four of Five Countries Predict the Seahawks® to Win SHELTON, Conn., Jan. 26, 2015 – National Football League games are constantly generating the largest viewership in the broadcast ratings game. On Jan. 7, the SSI QuickPoll™ online survey asked 1,012 participants living in the United

  • TV strikes back: rise of digital devices drives new viewing habits

    TV strikes back: rise of digital devices drives new viewing habits

    Three quarters of internet users globally still watch TV daily Almost half of TV viewers are ‘screen-stacking’ in the evening A quarter now watch online video daily on a digital devices Adults around the world remain hooked on TV but the consumption habits of content-hungry viewers are changing rapidly, according to global research consultancy TNS.


Your email address will not be published. Required fields are marked *

Name *

Email *


Market Research Bulletin

The Market Research Bulletin is a member driven online bulletin board connecting marketing, advertising, research, consulting and strategy professionals around the world. Our member community provides insightful and relevant articles, case studies, webinars and an online directory of the agencies, and firms serving global industries.

The form settings are corrupted.

Powered by WPNewsman