What Our Clients Say
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Customer Champions have been instrumental in helping us develop our customer survey and it is now much more aligned with our customers' needs. Their detailed analysis identified areas for improvement and showed us which ones will deliver the biggest impact for our customers. We are now improving our service based on what customers have told us they want and we are meeting our own strategic needs. |
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Working to an extremely tight deadline Customer Champions delivered an excellent piece of insightful research that was presented through an interactive workshop. Their professional and flexible approach delivered not only meaningful feedback but also a detailed and valuable action plan ensuring that all key stakeholders could maximise the value of the feedback received. |
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Having sponsored and supported the British challengers, James Cracknell and Ben Fogle, in the race to the South Pole, it was vital that we could measure the commercial impact of this investment. Customer Champions delivered a highly professional awareness tracking survey that will provide vital data on the stickiness of sponsorship of such ventures. |
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Customer Champions have provided high quality facilitation skills in helping the Environment Agency roll out a nationwide series of Customer Service workshops. Their experience ensured that employees attending the workshops were able to contribute to, develop, and commit to their own action plans to ultimately deliver high levels of customer service. |
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Serco selected Customer Champions to better understand the value we deliver to our customers, and in which areas we can increase this. They interviewed our customers in a professional manner and highlighted a number of key areas we need to focus on to grow our business. Their focus on action planning will ensure we will take the results forward and demonstrate further added value to our customers. |
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“Customer Champions have been our key partner in helping us fully understand the cost of a customer complaint to our business, and then to focus on putting effective correction plans in place. Their professional approach has ensured that we have not only got senior management support to the programme, but also that of our stores.” |
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“As an organisation we can see the value of ensuring that our customer feedback programme completes the Customer Champions cycle going from data collection, through internal communications, action planning, action deployment, and finally customer communication. Customer Champions are an invaluable partner in working closely with us to ensure that not only do we complete the cycle, but vitally provide a relationship to our customers that is valuable for all parties.” |
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“Customer Champions perspectives on Customer Satisfaction rated highly by AURA members. At the AURA (Association of Users of Research Agencies) 2006 seminar dedicated to Customer Satisfaction, Customer Champions received a very high rating (4.4 out of 5, where 5 = ‘excellent’). Colin Bates of Customer Champions whose presentation was described as “very insightful”, commented that “We are delighted that this important audience recognised our expertise and knowledge that we can offer to them in this vital aspect of any company’s business.” |
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“Customer Champions’ level of market knowledge and overall business experience meant that we did not have to invest heavily in bringing them up to speed before talking to our customers. Their marketing experience ensured that we could jointly develop an overall marketing strategy that would ensure that we supported our customer needs by offering them unique key benefits through our services to their business.” |
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“Customer Champions have been a key partner in successfully rolling out our global Customer Value Management programme. They have executed a series of excellent workshops that have been focused on understanding customer feedback, maximising its value through interpretation, and the development of detailed action plans.” |
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“Customer Champions brought an exceptional level of marketing professionalism to our customer segmentation programme. The very high quality of their interviewers provided a depth of knowledge that added true value to our customer understanding. This combined with their total belief in our programme, high levels of enthusiasm and patience, provided a level of service I have not experienced from any other marketing agency.” |
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“Customer Champions involvement with our global Trade Customer Satisfaction Survey helped us maximise the value of the data that was being collected, and enabled us to more clearly identify those issues that would provide us with the greatest return on our marketing investment.” |
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“Customer Champions’ drive, knowledge, and expertise has helped BT to gain a better understanding of how it maximises the return it gets from its business marketing budgets, supporting a shift in both culture and practice in this area.” |
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“I thought it would be appropriate to express my formal thanks to Customer Champions for the excellent work you’ve done in supporting our customer care research programme since 1999. I’ve greatly enjoyed working with you, and have found your ideas both stimulating and highly pertinent to the issues ntl:Business is facing.” |
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"The programme of Win / Loss reviews that Customer Champions have conducted for us have provided real insight into our competitive offering, and has driven many actions to help both retain and regain customers." |
Customer Champions' audit of our current customer satisfaction programme has been excellent, and we now have a much clearer route map of how we can further improve the programme, and ultimately improve the service level that we provide to our customers. |
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