Customer Centricity Introduces New
Perception Polling Service
Helps Companies Gauge Customer Perceptions and
Identify Issues Before They Result In Lost Customers
Hudson, New Hampshire, January 28, 2003: Customer
Centricity, Inc. announced the immediate availability of a new
service called Customer Perception Polling. The service was
developed to assist companies gain better insight into how their
customers view the level of service they are receiving. Customer
Perception Polling is used as a means of follow-up with customers
who recently contacted the company with a problem or question.
This is important because the customer may feel that there are
outstanding issues, even though the company believes that the
request has been satisfied. Left unresolved, these issues may
cause the customer to look elsewhere for their products and
“Often, losing a customer can be as simple as a misperception,
misunderstanding, or a difference of opinion on a particular
support issue,” said Craig Bailey, President of Customer
Centricity. “With Customer Perception Polling you can identify
these issues and provide companies with an opportunity to ‘make it
right’ before the customer walks out the door.”
Unlike full-blown customer survey processes that require the
dedication of precious company resources, the Customer Perception
Polling service was specifically designed to minimize the
investment of these resources while still establishing a channel
for real-time feedback on how the organization is performing. The
service can be leveraged to obtain feedback from external “paying”
customers or internal customers, such as end users supported by an
IT help desk.
The Customer Perception Polling service offers clients many
- Real-time Customer Feedback: Obtain first-hand information
on customers’ perceptions of their experience with the client’s
- Continuous Improvement: This
information can be used to influence continuous improvement
programs to increase customer satisfaction and achieve
operational efficiencies, as well as product / service
- Low-Investment of Resources: The
service requires minimal time from precious company resources to
perform this exercise. This helps keep the client’s team focused
on supporting customers.
- Positive Customer Perception: Customers will recognize that
the client firm truly cares about their experience with the firm
and is willing to act on findings to correct any short-comings.
- Address Hot Issues: The perception
polling provides an opportunity to identify troublesome
situations that may have otherwise gone undetected – before they
explode or result in a lost customer.
- Spot Trends: The results will help
identify trends that are potentially impacting other customers.
The results of the perception polling are outlined in a
detailed report of findings, along with a set of recommendations
that cover short-term tactical and long-term strategic
“This is a unique offering as it allows companies to get many
of the benefits of direct customer feedback without having to
implement and manage a full customer survey program,” concluded
Bailey. “In fact, with Customer Perception Polling, companies can
start making better decisions on customer service improvement
projects and product lifecycle issues, as well as identify
potential up-selling opportunities for as little as $3,000 per
month, with only a small investment of their own resources.
"The service is available immediately.
About Customer Centricity, Inc.
Customer Centricity, Inc., is a business consulting firm
that works with companies to unlock the value of their customer
relationships. We leverage our real-world experience to help our
clients deal with their customers in more skillful and satisfying
ways. Customer Centricity delivers on this promise by optimizing
the interaction between people, process and systems within
the organization to achieve higher levels of customer satisfaction
and greater return on investment. We do this in several ways:
- Comprehensive assessment to identify the actions that will
yield the greatest return;
- Skills Training to enable customer-facing personnel to
deliver exceptional levels of customer service;
- Design and Implementation of business process techniques to
serve the customer in efficient, effective and consistent
- Identification of the appropriate business processes to
automate, enabling companies to get the most from their
investments in technology.
Customer Centricity’s approach is to work closely with our
clients to help them capture the knowledge of their team so that
they can leverage it to build more valuable, long-term
relationships with their customers. To learn more about
Customer Centricity, call 603/491-7948 or visit our web-site,
Note: “CRM Rx” and “Customer Service Rx” are service marks of
Customer Centricity, Inc.