Time to think and create is potentially our greatest asset, but also it is often the scarcest of luxuries. Researchers of the past have often been guilty of taking that time and filling it with commentary of what happened, what consumers thought and what they’d do if they were you.
This had to change and it has. We’ve developed a program to ensure that a ‘meeting’ that has consumer insight and behaviour at its heart is conducted in a way that clarifies issues, sets new directions, sharpens focus, creates alignment and moves objectives forward.
We have a range of workshop programs that enable all engagements to be productive and to ensure that time spent together, is structured and guarantees ROI.
How can you improve on performance ratings that already show high levels of satisfaction and customer advocacy? The team at FleetPartners showed no complacency when they challenged us to help them take customer satisfaction to an even higher level.
Workshops were a powerful tool for engaging with a broad set of stakeholders and setting an expectation of action. The teams at FleetPartners who are directly and indirectly involved in customer service used insights from their research to generate specific actions to enhance the experience at each touch point. They also identified ways to enhance internal information-sharing to optimise the customer experience.
As a result of workshops held in 2014 FleetPartners have seen further improvements in performance with lifts in overall satisfaction, customer loyalty and Net Promoter Score in 2015.
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