Service Offerings

Customer Satisfaction Management

Archer Schoen Associates have unique expertise in mastering and managing Customer satisfaction, with proven long-term results in challenging markets. Although "Customer Satisfaction" is probably the most over-used expression in business today, few companies really understand what it means. True Customer satisfaction, resulting in real Customer confidence that can override inevitable in-service issues, is not superficial; it requires a receptive company culture, the will and skill to really listen to Customers, the knowledge to understand what they are saying and why, and an infrastructure that enables the company to make maximum use of the valuable information Customers provide.

 

In an increasingly consolidated market, Client confidence is often worth as much as product capabilities or even pricing; sustained Customer satisfaction can "tip the balance" for new business and contract renewals, and can mean beating the competition. The quality of a company's relationship with its Customers is all the more critical to repeat sales for businesses selling products and services that require intensive and/or long-term Customer support, like many Government suppliers. Moreover, the relative level of Customer satisfaction achieved can have a dramatic impact on a companys cost of doing business - hence, the strong focus on measuring and mastering Customer satisfaction embedded in recognized Quality Standards and Quality Improvement methodologies.

 

 

Beyond these considerations, Customers can provide vital input to business strategy and product development, both key factors in financial and competitive performance. Customers who participate in developing a product or service will generally buy it, but only if the working relationship is a healthy and productive one for them, or in other words, if they "believe in" their supplier.

 

Although many companies measure Customer satisfaction, few understand how to measure it, or how best to use survey results to improve Customer perception, the company's financial performance, staff productivity, and product development strategy. Even fewer know how to sustain full Customer satisfaction once it has been achieved, or to engage their satisfied Customers as business partners.

 

Using a process-based, behavioral approach, Archer Schoen Associates conduct a detailed assessment of your company's Customer-satisfaction performance, then work with you and your staff to impart the knowledge and develop the strategies and tools that will enable your company to achieve and sustain market-beating results. Our Customer satisfaction capabilities are based on corporate management techniques and strategies for harnessing, maintaining, and improving Customer satisfaction, including (but not limited to):

 

  • Critique and Improvement of Existing Customer Satisfaction Strategies and Tools
  • Customer Satisfaction Impact of Company Communications
    • Marketing and After-Sales Documentation and Communications
    • Telephone and Internet Communications
    • Internal Communications
    • Technical Documentation
  • Management Team Coaching and Behavior-Based Training for Staff
    • Understanding Company Processes Impacting Customer Perception
    • Who are YOUR Customers?
      • External and Internal Customers and Stakeholders
      • The Critical Role of Non-Direct-Contact Staff
  • Understanding Customer Behavior - the Mechanisms of Perception, Dissatisfaction, and Satisfaction
  • Perception Management and Modification
    • Customer Service "Do's and Don'ts"
    • Are Customers Really "Always Right"?
    • Turning Angry Customers Into Satisfied Ones
    • Why Customer Demands Evolve: Managing Customer Satisfaction in a Constantly Changing Business Environment
  • Customer Service/Support Process Analysis
  • Customer-Satisfaction-Based Team Building and Staff Performance
    • The Importance of "Empowerment" and "Taking Ownership"
    • Value and Use of Customer-Based Performance Assessment
  • Customer Satisfaction Measurement-Tool Development and Processes for Data Application
    • Quantitative Findings, Statistical Methods, and Their Pitfalls
    • How to Generate and Apply Qualitative Findings and Customer Comments
  • Customer Satisfaction Requirements for Quality Standards and Process Improvement
  • Partnering with Customers for Product or Service Improvement and Development

 

For more information on Archer Schoen Associates Customer Satisfaction and Performance Review Survey

consultation to match your specific needs, please contact:

 

Archer Schoen Associates, LLC
4 Weems Lane, #298
Winchester, VA 22601

703.794.2933 Office

703.794.2934 Fax

info@ArcherSchoen.com