We help you to listen clearly to what your customers are saying so you can take the right actions at the right time.
Customer Experience Measurement Framework
Creating an effective process to measure the customer experience, capture customer feedback and delve into the drivers of customer loyalty is important for your business. The customer survey is just the start of the process. We also link the impact of customer experience changes with improvements in business value to support business cases
Listening to the Voice of the Customer (VOC)
Whether you want to perform an internal customer survey or an external customer survey there are many ways to tap into the voice of the customer.
We help you to really listen to what your customers are telling you through a range of techniques: face to face and telephone interviews, email and web questionnaires.
Net Promoter Score® (NPS®)
If you are looking to implement an effective Net Promoter® program in your organisation, Genroe’s Net Promoter Score consulting provides the services and tools to ensure your success.
Learn more about our Net Promoter Score Practice.
B2B Customer Feedback
When you have a relatively small number of very important customers a specialist approach is required to gather feedback from these very influential customers.
This service has been designed for Business to Business organisations that wish to understand what their customers value the most and how well they are delivering that value.
Learn more about our Business to Business Customer Feedback Services.
Un-happy with the ROI from you customer feedback program? Yes? You’re not alone.
Smart companies dive real business value through collecting and using customer feedback (Zappos, Apple, American Express, Amazon), in fact they become renowned for it. Others just waste their money (no names needed here).
This diagnostic identifies what you need to do to have a Zappos or Apple-like focus on your customers.
Learn more about our Voice of the Customer Success Diagnostic.
Customer Feedback Survey Audit
Poorly worded customer survey questions can destroy the effectiveness of the customer feedback process and produce a poor customer experience.
In fact if the questions in your customer survey are not phrased correctly the results that you receive can be misleading and even downright incorrect.
Learn more about our Customer Feedback Survey Audit.
Customer Value Scorecards
Every successful organization makes a lifelong commitment to investing in their customers. But understanding the metrics that matter as you measure customer retention and overall customer value, is much more difficult than tracking the acquisition of new customers.
Learn more about creating Customer Value Scorecards.
“…The final ‘voice of the customer’ report we received from Genroe has removed the guesswork out of implementing the right strategies, targeted at the right customers. We found it valuable and it delivered tremendous clarity to our management team. We have since tweaked our focus and eliminated time and money previously invested on activities that were clearly not going to increase customer satisfaction, sales or our profitability.”
Sam Riley, CEO, Ansarada Pty Limited