Market Research Bulletin

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.

DOWNLOAD CUSTOMER LIFECYCLE PDF

.

Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , ,

Share this article

Related Posts

Leave a reply

Your email address will not be published.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

*

E-Newsletter Subscribe

Powered by WPNewsman

Recent Posts

  • Millward Brown Accelerates Digital Strategy with Acquisition of InsightExpress
  • Kantar Selects 20/20 Research For Online Qualitative Research Worldwide
  • Research Now Appoints Tom Markert Executive Vice President of Sales and Business Development
  • Decipher Releases New Research on Cross-Platform Survey Taking Behavior
  • TNS and Medallia partner to help companies revolutionise their customer experience
  • Research Now Healthcare Launches Mental Health Panel in North America

E-Newsletter Subscribe

Powered by WPNewsman

SURVEY Magazine Current Issue

Find us on Google Plus

Subscribe to SURVEY Magazine

Research Methods

  • Kantar Selects 20/20 Research For Online Qualitative Research Worldwide
  • KL Communications Launches New Co-Creation Online Community Platform
  • Social Panels Emerge as Effective Research Investment
  • 20│20 LAUNCHES GEOSTORIES™ MOBILE RECRUITING & INTERVIEWING
  • Improve Your Loyalty Research Business Results  By Better Planning, Execution and Deployment