We begin by gathering insights through custom market research, importantly, using statistically valid samples to ensure reliability. Custom Market Research lets us use the facts to our advantage.
Notably, this program is not just customized; it is also goal-oriented, with a focus on providing a clear understanding of how your customers interact with your associates. Consequently, this enables you, in a significant way, to coach and train your team effectively. Furthermore, it also allows for the assurance of improved customer satisfaction throughout the entire process. Ultimately, our process aims at creating a seamless and satisfying experience for both your customers and your team.
HOW WE DO IT
The CSP Index – Overall Relationship study is a market research initiative that equips management with crucial insights. Specifically, these insights revolve around the primary drivers of overall satisfaction, loyalty, and the comprehensive relationship your customer shares with your organization. All part of our custom market research.
In conjunction with this, it’s important to mention that coupled with CSP’s ongoing Voice of the Customer program, this study provides an even more holistic view. To elaborate, our clients receive a complete 360-degree perspective of their customer’s entire experience with their organization. This dual approach, in essence, serves as a powerful tool for understanding customer interactions and improving satisfaction levels.
We also offer extensive custom market research reporting and analysis. Notably, these reports include national and regional benchmarking. This means you can compare your key performance indicators with those of your industry peers. In doing so, you gain a clearer understanding of your competitive positioning, thereby equipping you with the knowledge to enhance your customer service strategy. In essence, our approach provides a comprehensive, insightful, and actionable tool to boost your organization’s customer experience.
We recognize that you’re deeply committed to creating the most favorable customer environment. This commitment aims to maximize satisfaction, loyalty, and advocacy, aspects that are crucial for a thriving business.
Next, to facilitate the attainment of these goals, we step in with our unique offering. We provide exceptional market intelligence that yields both aided and unaided awareness positioning. This data gives you a clear, unfiltered view of your standing in the marketplace.
Our services don’t just stop at market positioning. Importantly, we also offer an in-depth understanding of the perceptual strengths and weaknesses in your environment. Notably, this understanding stems from feedback primarily sourced from non-customers. All part of our custom research approach.
Ultimately, this comprehensive approach allows us to provide you with a detailed, insightful picture of your business from various perspectives. This helps you make informed decisions and better strategies for sustained growth and improved customer relationships.
Customer Relationship Assessments give you an understanding of your complete relationship with your customers. Whether at a retail or commercial level, we can offer you a complete and detailed view of your customer. Our assessments dive deeply into understanding and maximizing problem resolution, ultimately improving customer loyalty.
It costs more to win a new customer than to keep an existing one. When a customer is lost, it’s important to understand why that customer was driven to end their relationships with your business. Our attrition and retention assessments provide a window into the customer relationship that ultimately helps our clients improve their retention rates. We define the controllable factors vs. non-controllable factors and provide benchmarking data so you can focus on workable solutions to reduce customer attrition.
These days, merely getting raw data reports regarding your customer base doesn’t quite cut it. At CSP, we believe that an enhanced customer experience management program should deliver actionable data through insightful analysis. Our customer experience analytics provide you with the results you need to strengthen your incentive programs, training philosophies, organizational structure, and strategic business objectives. Our detailed analyses allow you to continuously monitor your performance levels at every step of your customer experience plan and adjust accordingly.
WHAT WE PROVIDE THROUGH OUR ANALYTICS
Our reporting Web site is dynamic and user-friendly at every level. A secure portal with 24/7 access provides daily results from your Customer Experience Research program and pushes proactive email notifications to designated managers in your organization, alerting them of new report activity.
Our reporting portal provides ongoing Key Metrics such as Loyalty, Satisfaction, and Performance; as well as verbatim comments and survey feedback detail down to the employee level.
CSP provides enhanced benchmarking capabilities accessible in real time. Our Benchmark Analytical Reporting (BAR) Dashboard presents your total enterprise key metrics compared to your peer group benchmark as determined by asset size, region, and state.
At CSP, we use extensive custom market research and a comprehensive approach to conduct on point-in-time analysis that allows you to thoroughly grasp your customers’ true wants and needs and to directly align them with your associates’ objectives and customer experience program.
WHAT WE PROVIDE THROUGH OUR ANALYSIS
Our customer experience programs outline the design and deployment of surveys using a variety of methodologies. The focus is on gathering, measuring, and interpreting customer experience feedback at every touchpoint for every channel of your enterprise. Every customer experience touchpoint must be considered in order for your business to plan for it. That’s why we’ve developed custom market research methods over our 35+ years in business.
The key to a successful customer experience program lies in the gathering of all the data accumulated up to that point. Ideally, the data gathered is both actionable and all-inclusive and needs to include real-time knowledge across significant customer satisfaction metrics that can be applied directly to specific operational and frontline areas that impact the customer experience.
Always know where you stand with your customers. CSP’s customer experience program allows you to have a better understanding of your status in the marketplace, and a firmer grasp on the perceptual strengths and weaknesses in your environment. This allows you in turn to maximize customer satisfaction and loyalty.
CSP’s data analysis incorporates a number of key metrics that produce Key Performance Indicators (KPI’s) such as the CSP Loyalty Index, which incorporates the results of all three loyalty metrics and uses a unique formula to produce an organization’s Loyalty Index – which provides a good indication of their customer’s level of loyalty toward their organization.
Let’s make your company culture shine inside and out. CSP provides a series of custom associate coaching and consultation solutions based on your customer objectives and key metrics – an essential component to providing an unfailing customer experience across the board. Our proven associate consultation programs focus on specific behaviors that improve key drivers and result in increased customer satisfaction and loyalty.
WHAT WE COVER THROUGH THE CONSULTATION
Every six months, we roll up the total enterprise data and produce an executive review of the results. A concise executive summary is then developed and presented. This summary includes trending for total enterprise key metrics, key driver trending and peer group benchmark comparisons for the key criteria, as well as key observations and consultation. In-depth executive reviews are conducted annually which include new and updated key driver analysis, peer group comparisons of all criteria, and more extensive key observation and consultation sections.
CSP Manager Development & Training is a comprehensive learning program that helps guide change and build consistent culture throughout your organization. Unlike off-the-shelf training materials or standalone seminars, our Manager Development & Training is fully customized to each bank’s unique Service Climate and is supported by employee and customer feedback as well as consistent coaching designed around your needs. Your Managers will also learn how to utilize CSP’s Coaching and Training Library, STARS®, as a resource to assist with improving the performance of their teams.
Make the most out of your manager development and training. CSP’s Associate Training is a complementary program that guides the process of cultural change at the associate level. The idea is to maximize the benefit of manager-led coaching by ensuring that associates understand the expectations, goals, and methods being used to improve the organization’s service climate. While CSP’s Manager Development & Training program targets managers and how they use key driver measurements to lead and coach, Associate Training focuses on how associates receive that coaching and turn it into action.