We are an Australian-based customer experience firm who work with companies around the globe using Research to drive Revenue. The game we play is to improve the number of customers who are in a company's ‘Loyalty Zone' - What is the 'Loyalty Zone' ? It's the place to be, the aim, nirvana, the optimum, it is where your business achieves maximum appreciation, it's those customers who are definitely returning and actively refer the business to their friends and colleagues. Our journey always begins by getting more clarity on the conversations your customers are having about your business. Using the Net Promoter Score (NPS™), we explore how well your business is delivering the customer experience that has them actively promoting and recommending your services to friends and family. Our passion, however, is to help you apply your customer research results to improve the delivery of products and services to your customers. Too often we see research being much too complex for many front-line staff to understand. Our proven Six-Step System utilises the true voice of the customer – verbatim – to identify the exact behaviours from which any coach can teach to increase performance. *If your customers are in the zone they are definitely returning and promoting you to their friends and colleagues. *If your team are in the zone they are giving you their best efforts. *If your sales are in the zone you are maximising your revenue potential and have improved your average dollar sale and your conversion rates. *If your leaders are in the zone they have the ability to get continued improvement from their teams. We use a combination of research, training and coaching to achieve continuous improvement.
