Many companies operate in fiercely competitive environments that demand strong and sustainable relationships with stakeholders, whether they are customers, partners, or suppliers.
In many business sectors, success is primarily driven by differentiation. Stakeholders have a keen sense of what they want and those companies that can identify unmet needs and innovate to differentiate themselves are rewarded by improved business performance.
In our experience, many service providers lack differentiation and struggle to build a sustainable competitive advantage. Finding drivers of differentiation and future behaviours is critical, which means periodic, high-level relationship measurement is key to keeping you well informed so you can take the right decisions.
However, traditional ways of measuring customer relationships, which often result in high customer satisfaction and performance levels, are no longer enough on their own to understand the complex dynamics that exist today.
The Harris Interactive approach...
There are four distinct deliverables that answer critical business questions and have a clear focus on actionability.
We often conduct Action Planning and Implementation workshops with internal stakeholders. As well as enabling consistency of interpretation of the key survey findings, the aim is to interactively discuss what is driving the results, and kick-start the process of prioritising actions to enhance business performance.