Discover the Dollars
in YOUR Data with our
Customer Acceleration™
Solution

Our full-service insight solutions dig deep to help
you uncover new revenue and operational
efficiencies that drive measurable impact
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Stop Doing Customer Satisfaction . . .
Start Doing Our Customer Acceleration™!

Many companies have a customer satisfaction score but struggle with using it to drive business transformation. They don’t understand how to use the data to make decisions that will accelerate their business.

If this is causing your competitors to gain market share, then it’s time to act.  Do you really know why your customers choose you and why they stay with you?

It’s time to find out. Armed with our Customer Acceleration™ solution, you can find the dollars in your data.

Make more money from your customers … and make them happier in the process.

Existing Customers
  • How confident are you in the strength and sustainability of your most valuable customer relationships?
  • Are you struggling to achieve the sales and business goals you are charged with attaining?
  • Have you maximized your customers’ budget or are you leaving money on the table?

 

Transform your NPS® and
customer satisfaction scores into dollars and sense.

Leverage survey results
  • Are you challenged with converting your NPS®/customer satisfaction scores into strategies to build new streams of revenue and growth?
  • Do you need a solid plan to transform your satisfaction scores into exceptional customer and employee experiences?
  • Is the service you are delivering your customers not living up to your brand promise?

Leverage your existing survey program to drive organizational change from the “insight” out.

Customer acceleration
  • Is your existing DIY customer satisfaction program DOA and you need to take it to the next level?
  • Are you losing more customers than you are gaining?
  • Can’t figure out how to connect dots between customer insights and ROI?

Immediate ROI. Long-Term Impact

At Direct Opinions, we find the dollars and opportunities you need to transform your business right away – and over time. That’s our promise. As a full-service insight consulting firm, we draw from customer and employee experience data to help you generate new revenue and improve operational efficiencies across your organization.

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What We Do

Customer Acceleration™

Consulting

Customer acceleration
Employ Customer Acceleration™ consulting to enhance organizational value with insight-based strategy that aligns with your vision.
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Market Research &
Insights

Market Research

Diagnose critical employee and customer experience issues and prioritize opportunities for improvement. 

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Vizion360XM
Platform

Vizion360Xm Platform

Access a powerful data and reporting tool that empowers your team to make smart business decisions.

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Case Studies

They were implementing a new sales growth strategy and needed to evaluate customer experience and confirm their value proposition in the market. Their risk was making inaccurate decisions that were based on their own perceptions and opinions vs. getting insights directly from their customers to drive their strategy.

Direct Opinions conducted satisfaction surveys with 200 current customers; Approximately 80 from their top 1 & 2 tier customers, 50 from their mid-tier and 75 from their lower tier customers.

Almost 70% of top tier customers had a decline in sales over the past year because:

  • The company had increased their rates and were pricing themselves out of the market for basic work.
  • It was taking too long to get quotes and lead times for work were beyond reasonable. Customers were forced to go to competitors.
      Their lower tier customers were the most satisfied and wanted to buy more but didn’t know enough about other service offerings because they rarely see the sales people, if ever.
  • A more competitive pricing plan was implemented for basic work as well as tracking to improve responsiveness and lead times for quotes and work.
  • A plan was also implemented to improve visibility with sales people to meet customer needs.
  • We identified that customers view them as “the” expert company to go to in an emergency situation. This is very valuable since customers said they are willing to pay a premium for the quality and timeliness of service they need in a shutdown situation. Great insight being used for sales and marketing strategies!
  • Their 2nd largest customer with $900K+in sales was leaving them… they had no idea! The salesperson said sales were dropping because they no longer needed their services. This wasn’t true- the customer couldn’t afford them anymore.
  • Within two days of presenting our results, they were meeting with this client and saved the account.
  • The President indicated that the results were priceless and well worth the investment with Direct Opinions!
Was concerned that membership of a soon-to-be acquired company would drop during annual renewals because of problems they had with their upgrade launch the previous year. The plan was to offer a discount program for customers to renew and ensure stability for the transition and integration.

Direct Opinions surveyed 175 current customers over a two-week period targeting purchasers of the products to evaluate their experiences and perceptions of the software and services.

  • 80% confirmed they would continue using the software in the future; This accounted for $375K in revenue
  • Approximately $100K of revenue was at-risk for customers that were unsure or not planning to renew.
  • Those that spent the most money on average with them were the most satisfied. They experienced the benefits of the software and wanted to buy more add-ons!
  • Those that spent the least money on average were the least satisfied because these customers didn’t know how to use the software effectively and couldn’t see the value, making them dissatisfied.
  • A strategy was put in place to focus on selling more products to high-end revenue customers.
  • An improved onboarding and training plan was established for new customers so they could better use the software and get the immediate ROI and long-term benefit for their business.
  • Support plans were put in place for better periodic follow ups with clients to ensure their satisfaction especially prior to annual renewals.
  • Plans were established to resolve issues on an individual account basis.
  • The acquisition went forward.
  • Launch problems from the prior year were not an issue for renewal and barely mentioned in the responses.
  • The company scrapped plans to implement a discount program saving them tens of thousands of dollars.
  • They will benefit from increased revenue driven from additional sales to satisfied, high-end revenue customers.
  • They will also benefit from a reduction in customer churn rate over time.

With a 65% market share in Europe, this company expanded in the U.S. about 3 years ago but wasn’t getting traction and growth they expected. As they focused on their marketing strategy, they were concerned they weren’t getting enough website conversions to leads and sales and needed to determine the cause. They were convinced that price was not an issue.

Direct Opinions conducted a blind market study with 175 current and prospective customers to evaluate awareness, perceptions and experiences of providers in this space. We asked different questions of those that purchased vs. those that requested a quote and those that merely viewed the website.

  • We evaluated various aspects of the experience including elements of the buying process, order placement and processing, and website evaluation and navigation.
  • From those that purchased, perceptions are they have the right specs and best performance for the price.
  • We identified what companies the respondents eventually purchased from and why.
  • We identified those organizations that would consider using this company in the future and the demographics of those making the purchase decisions.
  • Half the respondents stated a preference for U.S. based companies for support. Marketing messaging was adjusted to include an emphasis on U.S. based support and service centers.
  • 100% of the companies have an approved vendor list they are required to purchase from. Sales strategies are being put in place to secure approved vendor status with targeted prospects for future sales opportunities.
  • Marketing personas and messaging are being updated as the target customer profile was different than expected.
  • Price was the #1 reason mentioned why targets didn’t buy; This contradicted their own theories.
  • What about price was the problem? They offer important, advanced features that competitors don’t, which explains the difference in pricing. However, this wasn’t clear on marketing messaging and why people weren’t buying because of price. Sales and marketing messaging is being updated to close the gap on sales opportunities.

Testimonials

My organization has been working with Direct Opinions for years and we’ve successfully tracked our customer loyalty through the tools provided.  This has led to better relationships with our clients as we have been able to respond to customers’ needs based on the feedback we receive on a daily basis.

The team at Direct Opinions is wonderful and always extremely responsive to all of our requests.  It’s been a very positive relationship.

~ Dawn, Project Manager, Manufacturer of Sensors and Light Sources

The team at Direct Opinions added a lot of value to our business. Many vendors can provide outsourced customer surveys, and many vendors can assist with the collection of Net Promoter Score data – and Direct Opinions certainly delivers a high-quality service for both.

But the real value is in the team and their insights about the right approach to surveying customers and collecting NPS data. Direct Opinions helped us understand how these critical points of feedback can be used to enhance our strategy.

And as an added bonus (but not insignificant, by any means) every member of the team we worked with was an absolute pleasure, and made it clear that we were valued as a client.

~ Graham, Chief Strategy Officer, Financial Services Firm

NPS® ROI Quiz:

Do you use NPS® as a metric to measure customer satisfaction and loyalty but struggling to move the needle?

Are you uncertain how to measure the increase in sales generated by an increase in NPS®?

Have you integrated your customer experience insights into key areas of your business such as sales, marketing, and operations?

Many companies use NPS® but struggle with applying the insights to drive business transformation. Understanding how to operationalize the data to make decisions that will accelerate your business growth is key.

If you aren’t connecting the dots between your NPS® score and a financial return, then it’s time to act. Take our confidential NPS® ROI Quiz now and receive your report card within 24 hours to get tips to help you move the needle and quantify the value of a satisfied customer for your business.

Take The Quiz

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