Every touch-point with a customer is a teaching moment. Therefore, we take seriously the questions we ask and the way we ask them. Words matter. We pay attention to that. We aim for customer-centric questions, clarity, and objective truth about customer experience.
Our goal is simple, to improve the relationships our clients have with their customers by helping to uncover the information they need to always be improving, through a customer focus. People and relationships are not static. So, working toward better and better relationships with customers is a process, not an event.
While the market is flooded with social media and electronic surveys that provide companies with tremendous amounts of quantitative analytical data, there is still a place for the personal touch. In fact, the qualitative information we capture, when mashed up with quantitative data, squares the value of all the information exponentially, increasing the value of insights gained.