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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.
What Business Challenges Do Companies Face?
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 behaviors that will significantly harm the organization. What business challenges must companies face?
- Listening to and responding to all customer “conversations”
- Retaining customers by understanding satisfaction drivers
- Identifying business opportunities and prioritizing investments
- Delivering better value to customers compared to competitors
- Streamlining operational processes and reducing costs
- Leveraging loyal and profitable customers
Customer Feedback Management Solutions
Our customer feedback programs are based on sound methodology, resulting in a flow of accurate, timely, and actionable feedback. This information is provided to all levels of the organization from customer feedback collected from all customers across all products, regions, touchpoints, and channels. Real-time analytics and verbatim intelligence through sophisticated text and sentiment analysis provide an understanding of the true voice of the customer. Our powerful combination of technology and services ensures the use of best practices in feedback programs that design and deploy the right survey vehicle, direct the right questions to the right customers, and establish appropriate channels of feedback for each customer segment, delivering actionable insights about your customers.
Performance Management Dashboards
Decisions made by executives, managers, and front-line employees across business units and regions all impact the company’s performance. In order to make the best decisions they need timely, relevant, and accurate information, which can come from a wide range of sources—different databases, spreadsheets, financial statements, customer survey applications. Our dashboard design services produce personalized dashboard solutions that leverage company performance data and customer input to optimize performance management.
- Integration of customer, employee, operational, and financial data
- Selection of Key Performance Indicators (KPIs) and metrics to display and track
- Consultation with CustomerImpact experts to define KPIs and the supporting metrics accessed through drill-down capability
- Vital information delivered graphically, so that it is quickly and easily understood
- Places powerful customer analytics solutions directly in the hands of the people who make critical business decisions, connecting managers with other managers
- Delivers consistent view of business performance throughout the organization
CustomerImpact Launches Unique Voice of Social Media Offering
It is widely understood that companies need to have an active listening post at all online conversations. The challenge is to have a system in place to monitor, analyze, engage, and disseminate key insights from all social media discussions, e.g., blogs, social networks, microblogs, without being overwhelmed by data! CustomerImpact’s new offering integrates “voice of social media” with other customer inputs, operational metrics, and financial data through executive dashboards. If properly designed and implemented, direct financial gains and non-financial benefits can be tracked and trended, allowing for a continuous improvement cycle of listening, acting, measuring, and listening.