Sunday, February 05, 2012

Many people may listen, but few people actually hear.

Harvey Mckay
BUSINESSMAN & AUTHOR

Inspire Customer Loyalty

And Spark Business Growth

It's no secret that customer loyalty is the most cost-effective and efficient strategy for growing your business.

But, what are you doing with this knowledge?

Do you know what your customers are thinking (and saying) about your company? Do you know why they choose you over a competitor? Do you know if they will choose you again? Do you know when your product or service no longer delivers premium value?

Are you driving action that inspires customer loyalty?

Answering these questions requires uncovering and capturing the Voice of the Customer (VOC) that reverberates throughout your company, channels, and the internet as a whole.

Knowledge Wave's Enterprise Feedback Management (EFM) and Business Performance Management (BPM) platforms form the backbone of successful VOC programs. KWI's solutions enable aggressive companies to increase their responsiveness to the business issues and opportunities that define customer experience, advocacy, and profitable growth. By combining customer, vendor and employee feedback with operational data, you will create a truly comprehensive understanding of your business.

By measuring, analyzing and acting on customer metrics and key performance indicators (KPI's), we help you see your business like never before.

Solutions

Enterprise Feedback Management

Customer Satisfaction (C-Sat)

Voice of the Customer (VoC)

Customer Service Consulting

Employee Loyalty and Engagement

Channel Partner Satisfaction

Market Research

Downloads

CustomerWave™ Brochure

ServiceWave™ Brochure

EFM: Integrate What You Know

Trebax™: Intelligence for EFM

Enterprise Feedback Management

Knowledge Wave provides a full suite of Enterprise Feedback Management (EFM) and Business Performance Management (BPM) solutions, allowing you to synergize all of your measurement programs under one roof. This minimizes costs and maximizes the value of the measurement tools

At the most basic level, you will be able to share data across the enterprise, extending the reach of any one program to any and all who can use the data to improve the customer experience. More broadly, you will create a wider and deeper pool of data to feed your statistical models to determine importance.

More data means better correlation and regression analyses, increasing the confidence with which you can take action and the likelihood of success.

Learn More about our EFM Solution

Customer Satisfaction Surveys (C-SAT)

Your Customer Service organization is more than the face of your company ... it is the lifeblood of the entire enterprise. It is the voice of the customer and the key differentiator between you and your competitors, both direct and indirect.

Knowledge Wave's transactional C-SAT measurement program for your contact center, integrates with your operational systems to launch C-SAT surveys within minutes of closing a service ticket. We will help you to ensure that you are using the right metrics and scorecards, maximize your use of IT resources, and provide personalized agent training based on years of experience in a wide range of industries.

With Knowledge Wave you will make the C-SAT Program a catalyst for organizational change and enterprise growth.

Voice of the Customer (VoC)

Our Voice of the Customer program provides a systematic approach for capturing the emerging needs and wants of customers, identifying needs currently not being met, so you can proactively enhance your customer's experience.

Five Levels of Knowledge Wave VoC:

Track All Customer Relationships
Monitor Customer Interactions
Listen Continuously
Infuse VoC results into your Projects
Periodic Immersion

Our VoC dashboard provides precise, reliable VoC metrics you can not only take action on, but predict future behaviors of your customer based on their satisfaction.