“We put out feelers to a number of companies to assist us in conducting a loyalty measurement project across a major customer network. Although we believed we knew where we stood with this customer, we didn't want to assume anything. It was vital that we understood exactly what we were doing well, and where we needed to improve, to ensure that we were in the best position possible to retain their business.
After only a brief discussion [Genroe] immediately understood what we needed. They put forward a smart proposal for the identification of loyalty drivers and the measurement of our performance against those attributes. Throughout the project they worked closely with us on all aspects, met all deadlines, conducted themselves professionally and delivered a fantastic final report and presentation to our team.
What we have now is a clear idea of what aspects our customers are satisfied with, and what we have to work on to further strengthen the relationship. This will translate into a strategic plan for this customer going forward.
I would recommend Genroe for their capacity to understand the needs of a variety of industries. Adam rapidly sized up our business environment, our needs for this project and the needs of our customer, and was able to harvest a significant amount of valuable feedback for us to work with.
I felt confident that the methodology proposed by Genroe would deliver credible and specific information, and the outcomes from the project have met all my expectations.”
Susan Doust
Business Manager, Queensland Health
Beckman Coulter Australia
