Ongoing monitoring and measurement of customer experience and market perception is essential to the success of today's company. Marketing Leverage helps clients build and maintain programs that provide continuing insight into markets, customers, product acceptance and image of their organizations.

• Customer Satisfaction Measurement
• The Marketing Leverage Win/Loss Tracking System™

Customer Satisfaction Measurement

Marketing Leverage's methods for customer satisfaction measurement deliver actionable information for

• Improved financial performance.
• Better alignment of strategy, organization, people, programs with customer need.
• Long term improvement in company image and reputation.

We focus not only on scores, but the reasons behind them, a forward look to guide company investments, and establishment of a meaningful program that returns its investment many times over. Our clients have addressed one or more of the following objectives:

• Employing a Report Card
  • Transaction and service component oriented
  • Showing scores over time
  • Identifies dissatisfied customers for further action
• Setting Service Improvement Priorities
  • Benchmarking relationship and service expectations
  • Identifying key drivers of overall satisfaction
  • Focusing service improvement efforts on the most important relationship and service components
• Leveraging Account Management
  • Identifying the different service requirements of your key customers
  • Building individual account plans for key customers
  • Enlisting their involvement and commitment to the process
• Continual Review of Competitive Value
  • Understanding strengths and weaknesses relative to competitors
  • Confirming the perceived value of your company to your customers
• Building a Continuous Improvement Process
  • Enlisting your customers through pre- and post measurement communications
  • Building a "we hear you" image and a commitment to action
  • Involving your sales, account management and service teams in analysis and planning

The Marketing Leverage Win/Loss Tracking System^TM

The Marketing Leverage Win/Loss Tracking System is the most practical, cost-effective, real-time way to gain market insight: why customers buy, why they don't, and why they leave.

This tracking system gives clients vital market intelligence from

• New Customers
• Lost Customers
• Lost Prospects

This critical information helps

• Improve Sales Effectiveness
  • Understand competitor strengths and weaknesses
  • Analyze pricing
  • Sharpen your message
  • Identify gaps in sales approach or strategy
• Improve Customer Retention
  • Discover the underlying reasons that customers leave
  • Identify at-risk accounts
  • Target service or product improvement opportunities

Clients have used these results to provoke needed change, to coach sales representatives, and to provide an ongoing picture of market performance. Results-hungry salespeople welcome the feedback and ask for more.