Customer Acceleration™ strategies are needed now more than ever. Many companies track customer satisfaction scores but struggle with using the results to drive business transformation. They tend to focus on “the score” …what it is and how to improve it. But that’s not enough in today’s fast paced, competitive economy.
Do you know the answers to these questions?
Why do your customers choose you and why do they stay with you?
How confident are you in the strength and sustainability of your most valuable customer relationships?
Is the service you’re delivering to your customers living up to your brand promise?
Have you maximized your customers’ budget or are you leaving money on the table?
Traditional satisfaction programs won’t give you this insight.
Ask yourself this question, “are you gathering customer feedback just to know where you are today, or do you want to know where to go next?” Are you looking for confirmation or transformation?
Most traditional satisfaction programs ask questions that focus on a specific, recent, transaction. With current trends, some companies only ask a few questions because they don’t want to “bother” their customer. Business leaders must create experiences that meet or exceed customer expectations to drive profits. It’s hard to understand what those expectations are if those questions aren’t even being asked….
So… Stop Doing Customer Satisfaction…
A truly strategic solution transforms the data into dollars and creates experiences that differentiate the company in their industries, produces value, accelerates growth, and delivers an ROI for their business and their customers.
Go beyond the score to create and build customer loyalty that leads to accelerated growth and profitability for your business.
Start Doing Customer Acceleration™!
Let’s talk about the specific differences between satisfaction and acceleration…
Customer Satisfaction
Focusing on the interaction or a transaction between a customer and the business doesn’t often provide much insight into how a company can nurture and develop customer loyalty… the one key driver of profitability and growth. Very often data is collected, and scores are tabulated but the insight sits in a silo within a department. It isn’t utilized to its’ full potential across an organization. Focusing on satisfaction only doesn’t always answer critical questions about their experience, their expectations, their customer journey or most importantly, their potential as a customer.
Customer Acceleration™
A truly strategic Customer Acceleration™ solution transforms the data into dollars for the business and creates experiences that differentiates the company in their industries, creates value, accelerates growth, and delivers an ROI for their business and their customers. Customer Acceleration™ effectively uses data to drive opportunity and financial return. Leveraging the strength of valuable customer relationships and having clarity into their needs, wants, obstacles and pain points uncovers operational efficiencies and revenue-driving opportunities that accelerate your results and their satisfaction.
Watch my video to hear more about the differences between Customer Satisfaction and Customer Acceleration™. Click here.
Get more from your scores
To get more from your scores, it’s important to connect customer experiences and behaviors with the business outcomes you desire. Advocates or promoters and detractors exhibit dramatically different behaviors and produce dramatically different economic results. Understanding how to most effectively use the data to generate new revenue and improve operational efficiencies is the key to Customer Acceleration™.
Results are deployed across the entire organization adding value to each business unit and key customer segments. Increase share of wallet, re-win business from lost or inactive customers, and ID at-risk customers before they defect. Learn about strategic differentiators for brand positioning and gather intel to drive targeted sales and marketing campaigns. Integrate customer and employee insights to drive loyalty. Prioritize investments for greatest ROI and quantify financial impact of customer loyalty and retention.
Some businesses just want the customer insights. Others want to use the insights to activate purposeful change. They want Customer Acceleration™.
And that’s precisely where we can help. We turn your data into executable strategies that allow you to accelerate your business and achieve your financial goals and vision now and over time. When you know and act on customers’ needs and desires, you keep them coming back for more. It’s that simple. Whether you measure this through repeat purchases, continued subscriptions or other indicators, a long-term customer means more revenue in your business’ pocket.
𝗪𝗶𝘁𝗵 𝟮𝟬+ 𝘆𝗲𝗮𝗿𝘀 𝗼𝗳 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲, we have watched companies focus & obsess on their satisfaction scores. But, what is the value of a satisfied customer & what financial impact can a dissatisfied customer have on your organization? This is a critical piece missing within best practices in our industry. We set out to understand the financial value of a satisfied customer and turn the data into executable strategies that enable businesses to achieve their financial goals and vision.
𝗧𝗵𝗲 𝗿𝗲𝘀𝘂𝗹𝘁… 𝘄𝗲 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗱 𝗼𝘂𝗿 𝗽𝗿𝗼𝗽𝗿𝗶𝗲𝘁𝗮𝗿𝘆 𝗜𝗻𝘀𝗶𝗴𝗵𝘁-𝘁𝗼-𝗥𝗢𝗜 𝗺𝗲𝘁𝗵𝗼𝗱𝗼𝗹𝗼𝗴𝘆 𝘁𝗵𝗮𝘁 𝗴𝗼𝗲𝘀 𝗯𝗲𝘆𝗼𝗻𝗱 𝘁𝗵𝗲 𝘀𝗰𝗼𝗿𝗲 𝗮𝗻𝗱 𝗱𝗿𝗶𝘃𝗲𝘀 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗔𝗰𝗰𝗲𝗹𝗲𝗿𝗮𝘁𝗶𝗼𝗻™.
Our solution must meet two conditions: 1.) It impacts the customer & 2.) It impacts the business
With powerful insights, we pinpoint the opportunities to accelerate change and create a measurable impact on your business – and your bottom line. Identify gaps in customer expectations vs. experiences that drive dissatisfaction and defection. Detect the obstacles and barriers limiting your growth and uncover opportunities to drive sales and referrals. Fast-track results by finding revenue-generating opportunities and operational efficiencies for immediate ROI and long-term impact.
On a macro level, we identify large scale patterns and trends having the greatest impact on your organization and your customers. We focus on how these trends relate to each other and affect your customers’ experience and prioritize these actionable insights you can put to work immediately to drive strategy and operational improvements.
On a micro level, we zero in on specific individual customer interactions and experiences. This insight drives individual action plans by customer and account and provides details for revenue growth or relationship and operational improvement.
We support leaders who are charged with growing the business and profitability by creating a truly strategic program that transforms the data into dollars throughout the organization. You’ll discover how every area of your organization contributes to satisfaction and loyalty and can create customer experiences that differentiate your company in their industries, creates value, accelerates growth, and delivers an ROI for your business and your customers.
We identify what customers care about across their journey and prioritize efforts that have the greatest influence on their experience and your business transformation and acceleration.
Our work pays for itself… 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 believe that by finding dollars in your data, we can help you,
Make more money from your customers… and make them happier in the process!
𝙎𝙩𝙤𝙥 𝙙𝙤𝙞𝙣𝙜 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙖𝙩𝙞𝙨𝙛𝙖𝙘𝙩𝙞𝙤𝙣 𝙖𝙣𝙙 𝙨𝙩𝙖𝙧𝙩 𝙙𝙤𝙞𝙣𝙜 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝘼𝙘𝙘𝙚𝙡𝙚𝙧𝙖𝙩𝙞𝙤𝙣™!
