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We design programs to measure and manage customer satisfaction and loyalty; we conduct hundreds of thousands of surveys; we conduct focus groups; we set up technology systems to gather and distribute customer feedback; we conduct industry studies; we measure financial impact; and we will conduct almost any type of study to help our clients better understand their customers.
But ultimately. . .
. . . we work with our clients to develop key customer strategies to improve the customer experience, encourage customer loyalty, and increase the value of their company.
ASR is an accredited licensee of the customer loyalty research (CLR) instruments and tools from Walker Information Inc.
Companies are constantly asking, "how do we measure up to others in our industry?" The answer often can be hard to determine. The Walker Loyalty Reports provide the information needed to measure your company's success. The reports are specifically designed to provide value for our clients in key industries. Loyalty reports offer critical benchmarking information-providing key comparisons and perspectives for companies in many industries-as well as loyalty-related issues. By helping your company understand how you compare to industry norms, these reports assist in developing mission-critical customer loyalty management programs to improve customer and employee loyalty, retention, and profitability.
Why do we conduct Walker Loyalty Reports?
As with any research program, it's important to continually update and monitor which directions your vendor- customer relationships are heading. Our research helps identify key challenges and trends facing various industries and specific leading companies. We conduct Walker Loyalty Reports to provide compelling benchmark information for our clients to share important business insights with industry leaders and to demonstrate the financial impact of customer loyalty.
Our approach to developing and implementing a customer strategy is custom to each organization because we believe that no two organizations are exactly alike and therefore, no two customer strategies can be exactly alike for our clients. So, we work with our clients to develop and implement a customer strategy that best fits the needs and structure of their organization. However, all of the customer strategies we develop for clients have three key components:
- Customer loyalty
- Customer experience
- Customer value
The Walker-ASR diagnostic surveys
- Customer Relationship Assessment - focuses on customer commitment and loyalty to your organization
- Customer Transaction Assessment - designed to measure customer perceptions of your performance on specific transactions. Interactions with customers can be measured and analyzed to improve customer experience and increase their loyalty to you and your products and services.
- Lost Customers Assessment - addresses the costly effects on value creation and long-term profitability of customer turnover and discontinued customer relationships. It identifies the root causes of customer attrition and develops profiles of the current customers at risk and former customers who may be recoverable.
- Employee Relationship Report - provides a fast, affordable way to measure the level of employee commitment and identify factors affecting commitment. The ERR is not only an "employee satisfaction" survey, it also provides you with information on how to reduce turnover, implement programs that have the greatest impact on employee commitment and satisfaction.
- Reputation & Stakeholder Assessment - comprehensive tool available for measuring and managing corporate reputation. What makes the RSA unique is that it tells you:
- How important stakeholders feel about your company
- How your company is performing in these areas
- What matters most to respective constituent groups
- What your priorities should be to maximize impact and resources
- Supplier Relationship Report - measures supplier relationships, showing:
- What percentage of your suppliers are truly loyal
- How committed are individual suppliers
- Which factors have the greatest influence on supplier commitment
- How your supplier relationship compare to their other customers
- What your strategic improvement priorities should be
You depend on your suppliers to provide you goods and services so you can concentrate on your business; however, you cannot serve your customers if your supply chain breaks. The SRR helps you strengthen your supplier relationships by managing them more effectively.
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