Who We Are

CustomerImpact is a consulting and solutions provider, specializing in the design and deployment of customer feedback programs and dynamic dashboards. These innovative dashboards pull together key customer, operational, financial, and employee metrics from disparate data sources, delivering the right information at the right time to the right people, so they can make the right business decisions that will keep and grow customers.

  1. Business Challenges
  2. Performance Management
  3. Customer Intelligence
  4. Our Solutions

Business Challenges

We at CustomerImpact know that whether a public company or privately held, the goal is to deliver value to customers and all stakeholders. If customers are not satisfied with their experiences, have negative perceptions of the brand, and do not feel they are receiving value, those thoughts and feelings will translate directly into behaviours that will significantly harm the organization. Customers will leave or spend less with their current vendor. Referrals will decline. These actions all are damaging to revenue growth, and they put pressure on productivity and profit margins.

What business challenges must companies overcome if they are to achieve the business outcomes their stakeholders expect?

Retain Customers Revenues at risk when customer defections are neither understood nor controlled

  • Dissatisfaction with products, services, systems, or personnel interactions lead to defections
  • Customer survey feedback and other communications critical
  • Key drivers of satisfaction and loyalty must be understood
CustomerImpact works with clients to assess the current state of customer relationships, analyze survey results, evaluate operational efficiencies, and put plans in place for improved performance management

Identify Business Opportunities and Prioritize Investments

  • Customers should drive decisions regarding new and enhanced products and services
  • Customers should identify and prioritize desired improvements and value they assign to each
  • Decisions should be based on sound analysis rather than anecdotal evidence

CustomerImpact helps clients make these important investment decisions, taking into account other factors such as technical feasibility, corporate strategy, availability of appropriate resources, competitive environment, market trends, operational costs, highest expected returns, and time to achieve value.

Understand and Respond to Competition

  • How do you stack up against the competition?
  • What are your strengths and weaknesses compared to their strengths and weaknesses?
  • How do the marketplace and your customers view the value (quality versus price) of your offerings compared to competitors?

Streamline Operational Processes and Reduce Costs

  • Organization’s health monitored through use of executive and departmental dashboards
  • Relationship of Key Performance Indicators (KPIs) to operational, financial and customer data clearly evident on dashboards
  • Operational problems identified and addressed before too much damage done
  • Costs reduced through streamlining tasks and eliminating non-productive and unnecessary steps

CustomerImpact solutions help drive performance improvements, resulting in higher customer satisfaction, and, therefore, lower cost of sales and support.

Leverage Loyal and Profitable Customers

  • Segment customers by loyalty, depth of their commitment, profitability, and strategic value (potential for future profitability)
  • Manage and grow relationships of most valued accounts by listening and leveraging insights gained
  • Make attitudinal and behavioral customer data and costs immediately available and accessible to all with need to know. ustomerImpact helps clients serve loyal and profitable customers, as well as less satisfied but strategically important customers with insights gained.