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Press Release

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 services.

“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 benefits including:

  • Real-time Customer Feedback: Obtain first-hand information on customers’ perceptions of their experience with the client’s firm.
  • 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 enhancement decisions.
  • 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 initiatives.

“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:

  1. Comprehensive assessment to identify the actions that will yield the greatest return;
  2. Skills Training to enable customer-facing personnel to deliver exceptional levels of customer service; 
  3. Design and Implementation of business process techniques to serve the customer in efficient, effective and consistent manners; and 
  4. 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, www.customercentricity.biz

Note: “CRM Rx” and “Customer Service Rx” are service marks of Customer Centricity, Inc.

Meet our founder. View Customer Centricity President and Founder Craig Bailey in a recent video interview.

 

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