FAQs
Q: Does Customer Excellence just work within the Financial Services Sector
A: No, they undertake work in any industry. However, Nick's experience is in the Financial Service Sector but his team has a more diverse background.
Q: Where can we use Customer Experience Research?
A: The honest answer is anywhere that a customer, or potential customer, comes into contact with your organisation.
Q: Do I really need to undertake this research?
A: Everyone who comes into contact with you undergoes an experience – do you really know what it’s like and what he or she thinks about it? A positive experience may get you repeat business, a poor experience is likely to lose you future sales and, potentially, existing business. Customer Service is a real differentiator and their work helps you build a core competence and turn it into a competitive advantage.
Q: Why use Customer Excellence as we already do this with another organisation?
A: A different set of eyes can complement existing research and help you strengthen your service. Besides, Customer Excellence can provide you with a detailed insight into your organisation.
Q: Is this only for Customer research?
A: Not at all, Customer Excellence have also worked with clients who wanted to understand the requirements of their own internal customers and create a communications plan for them. This was achieved and they now have various programmes of improving the experience of their organisation for their staff.
If you would like to know more about how Customer Excellence can help you understand your new and existing customers, please contact the Enquiry Team on 01327 261599.