When the best-selling book The Ultimate Question introduced their new findings around the old question “would you recommend this company”, they ushered in a whole new level of anxiety for many organizations.  Companies who had previously been superstars in the “satisfied customers” game were now seeing bottom-scraping “would you recommend” scores.  And they were stumped.  What do I do to get customers to recommend?  Customers who may be “very satisfied” weren’t necessarily going to go out on a limb and recommend your company to friends, family or colleagues.  They needed something more.

How we do it:

• Stakeholder Interviews
• Customer Journey Mapping
• Post-Call IVR Survey
• Focused Customer Interviews
• Customer Experience Call Monitoring
• Customer Validation Interviews

What you get:

• In as little as 4-6 weeks, a visual representation of your customers’ experience with your organization
• Real-time, online reporting of detailed results
• High priority recommendations that address both quick hits and longer-term objectives