We form a working group to take the results of customer engagement studies in order to drive business change; this includes mapping out actions that will lead to improved performance as well as setting targets and defining measures of success.
BUSINESS & MARKETING QUESTIONS IT CAN ANSWER
How can the company leverage the current strengths versus competition?
Which are the best means to improve own performance across touch points?
What are the action standards to hold across working processes and people?
Customer loyalty, lapsed customers
Telecommunications, financial services