Arbor - Consulting Services

Arbor Voice of the Customer System^SM

A structured process for improving customer satisfaction and building customer loyalty.
A management approach that encourages decision-making based on customer needs and requirements.

Features of the Voice of the Customer System^SM

Provides a systematic approach to determine who your customers are and what they value.
Optimizes delivery of products that meet customer expectations.
Assesses adequacy of critical customer measures of performance.
Presents the tools for gathering, understanding, and deploying customer information.
Teaches skills to analyze linguistic data from data sets such as letters, phone centers, trade shows, and at least a dozen other sources.
Cultivates an appreciation of the aggregate Voice of the Customer as well as the needs of individual customers.
Demonstrates approaches for developing customer-driven metrics.
Reveals how Voice of the Customer Tables can be used to manage actions.
Enhances effective communication of customer needs throughout your organization.

Key Benefits of the Arbor Voice of the Customer System^SM

Ensures an understanding of the current state of customer satisfaction.
Integrates customer knowledge from multiple sources.
Prioritizes top needs and opportunities from the customer's perspective.
Coordinates customer activities across departments and divisions.
Creates a closed-loop, interactive customer knowledge system that is sensitive enough to continually identify top customer needs.
Increases the probability of delivering products and services to customers that will meet needs and requirements.
Supports reorganization and re-engineering projects targeted at improving process effectiveness.
Encourages decision-making based on data, not opinions.
Discriminates between issues of high and low value to customers.

| | | | | |