| PROPRIETARY TOOLS
PyramidBuilder™ | Corporate Image and Reputation | PR Effectiveness Measurement | Service Effectiveness Monitor (SEM) | Image Diagnostics | Diversity Research | PowerGroups | Taste Labs
Service Effectiveness Monitor (SEM)
What
is it: A strategic diagnostic
tool that assesses, measures, and
monitors the effectiveness of your company’s service personnel,
quality of service and process, and how they may affect your brand
performance and bottom line.
How
does it work: Compares individual
sales/service personnel performance;
your company’s relative
performance opposite similar organizations;
and identifies specific strengths
and weaknesses in service provision, product offering and
process. It also establishes a benchmark
(performance indicators) against
which future performance may be measured.
Who
can benefit: B2B or B2C. Companies whose business depends largely on a face-to-face or telephone contact with its customers/clients, whether in a sales or service capacity. These include banks and financial institutions, insurance agencies, chain stores, department stores, HVAC sales and service, airlines, etc.
How
can the tool help: SEM enables organizations to develop more effective strategies to manage customer relationships; areas covered include:
- Customer retention
- Customer acquisition
- Customer growth Æ share of wallet/budget
- Service enhancements
- Menu of services/products
- Process improvements
- Brand equity development
How
should I go about it: Contact us for a brief meeting
to find out exactly how the tool
can work for you. At the meeting
we will outline how the tool is used,
by whom, and how frequently. You
will have a very good idea of outputs.
Who
should be involved in the meeting: Marketing and/or operations decision-makers; internal market research group, if any.
Interested?
We would be pleased to give you more
details.
Please call David Kay at 416-486-6161.
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