Uncover Your Sales Blind Spots: Ensuring Equitable Service for All Clients
Part One Mystery Shopping/Calling Program: Gaining the Customers Perspective First-Hand. Are hidden biases or unintentional practices affecting how your team serves clients with varying needs within the Health Insurance Industry? Our comprehensive research can provide an objective lens into your sales processes, revealing areas where you can ensure every prospective customer receives fair and comprehensive […]
Driving Excellence: Gaining Client Perspectives on Sales Representative Interaction
Understanding client satisfaction extends beyond product experience to encompass their interactions with your sales representatives, who often serve as the very face of your company. Regular engagements frequently form the bedrock of your client relationships. Therefore, insightful research into this critical touchpoint is paramount to the health and growth of your business. Such research will […]
Customer loyalty can be a blurry scene without data to measure it.
As highlighted in our previous article, customer loyalty drives buying behaviour, and continued loyalty translates into sustainable business growth and profitability. At the core of the Walker model is a roadmap grounded in data and insights. Think back to the days before Google Maps, when finding a specific location often meant getting lost. Data technology […]
How Loyalty Filters Through the Customer Journey
In today’s customer-centric world, interaction and personal experiences are what truly bind people to brands. It all boils down to how we feel during those moments of connection. Imagine walking into a store where the cashier greets you with a friendly smile and a light-hearted joke. You leave feeling uplifted. Then, on your drive home, […]
Achieving the ultimate brand health – Balancing NPS & CSAT Surveys to get the best value for your insights.
A common question we receive from clients is: how do Net Promoter Score (NPS) surveys differ from Customer Satisfaction (CSAT) scores, and how can you find the right balance between the two for your business? Think of it like a health check-up. NPS is akin to a biannual doctor’s visit, while CSAT is like using […]
Do Loyalty Programmes Drive Loyalty and Should They Be Used to Drive Sales?
The concept of loyalty programmes has long been debated in the business world. Do these programmes genuinely foster customer loyalty, or are they merely tools to drive sales? The success of Starbucks’ rewards programme provides valuable insights into this question. The Starbucks Success Story Starbucks managed to launch one of the most successful rewards programmes […]
From Vision to Action – Translating Research into Strategic Business Roadmaps
Harvard Business School Professor Robert Simons states in his book, The Balanced Scorecard: Translating Strategy into Action: “90% of organisations fail to execute their strategies successfully and that studies have shown that execution is continually rated as one of the most significant challenges by executives.” In a recent article posted by Harvard Business School, the […]
Learning from Broadway in delivering a Customer Experience worth talking about.
Lights… Places… Curtains, Action. Have you ever attended a theatre production and felt amused with the seamless synchronization between the orchestra, stage artists, and backstage team? It is only through this perfect harmony of diverse, talented artists working together that they can deliver a successful show, leaving the audience with an incredibly fulfilling experience. In a […]
