Unlike most surveys, ours is ACTIONABLE and will allow you to grow customers = revenue faster!

1. ACTIONABLE CUSTOMER
EXPERIENCE SURVEY
Identify your best customers & what you
need to do to retain them and find more.

2. Grow from Within
To grow (and keep) more customers, the best place to start is with your existing
customer base. No-brainer, Right? Your customers critique you every day,
whether you are in the conversation or not. They hold the key to your growth with
the knowledge of your strategic advantage over your competitors. Here‟s what
you can learn from your customers via our Customer Experience Survey:
• What‟s most important to their purchase decision (and what‟s least)
• How you perform in relation to what‟s important – how you are unique
• Suggestions for improvement (straight from the mouth of your customers)
• Measure whether they will “tell a friend” about your business (key to revenue growth)
• Actually capture customer testimonials you can use for future marketing
Tier C
Tier B
Tier A
Existing
Base

3. About CEG
The Customer Experience Group is a different type of consulting group.
One who has proven that companies can increase profitability while building
customer loyalty at the same time. In about 2 weeks, we can help you
launch a successful Operational Excellence program, saving you money
AND improving customer satisfaction.
Products:
• Actionable Customer Experience Survey (immediate tactical actions)
• Customer Lifecycle design (retention/churn techniques)
• Lean Operations guidance (operational excellence)
• Profit improvement team training (teach your team to grow profits)
This presentation covers the
Customer Experience Survey.

4. Would your best customers give you an A?
As a leader in your industry you are responsible for strategic direction
of your business. There are no shortage of people giving you advice –
including “squeaky wheel” customers. But what about the “silent
majority”? You know, the people who fuss the least but actually
represent the majority of your revenue. You need facts about your
customers, but how do you get started?
Think about your best, most generous customers. Chances are
some have been with you for years and others you‟ve recently won
after a hard fought campaign. Inevitably, when one of these gems
leaves you are left asking why... To your disappointment, you find that
the problems that were „big‟ to the customer were „little‟ to you, and
very solvable.
“If only I had known” you think to yourself.

5. Sample Survey – Wireless Equipment Company
Customer Survey Question #1 Customer Survey Question #2
What’s most important to your purchasing How are we performing?
decision?
Ranked Customer Responses Ranked Customer Responses
Question #1 Question #2
#1 Product Reliability #1 Support when I need it
#2 Simple to setup & Use #2 Simple to setup & Use
#3 Support when I need it # 6 Product Reliability
Resulting Company Action Resulting Company Action
Product reliability as the #1 driver for the There is a definite gap between
purchasing decision was a surprise. The expectations of Product Reliability and
second question (on the right) gives us actual delivery. This company is now
more insight. implementing a 60 day new customer
“touch” process.

6. Sample Survey Continued
Customer Survey Question #3 These
customers are
How likely are you to refer us to a friend extremely loyal
or colleague ? and provided
glowing
testimonials
These Customer Response Question #3 for our client’s
customers had marketing
critical, but Grade of A – 55% efforts.
very solvable Passing Grade – 36%
issues. They
Failing Grade - 9% These
were passed customers are
on real-time to on the fence.
our client and Resulting Company Action They told us
are now saved, exactly what it
happy Combined this new loyalty data with
would take for
customers. revenue data and mapped their
customers into the “Value Quadrants” on an “A”.
the next slide.

7. Map your customers into the Value
Quadrants & migrate them up & right
Highly
$$ Explore
$High Rev
Profitable Customer D
Customers & Find more
Customer C of these!
Customer B
Break
Even
Customer E
$0 Rev
Customer A
Unprofitable
Customers
0 NPS 10 NPS
Unhappy Love your Company &
Customers Will tell a Friend
Fix Customer C, Cross/Up Sell Customer E, Release Customer A?

8. So, What about your Company?
We help you Identify, Keep, and Find more of your best customers. So,
exactly who are your best customers? No matter what business you are in
they are the ones who both:
• Make you Money and,
• Are loyal to you.
To know which customers are most loyal to you – you have to ask them.
Why is this important to know? These customers like doing business with
you, feel like they get value from your products, in return they talk good
about you to other potential customers,
Customers just like them.
They actually want you to succeed because they have
endorsed you and your product.

9. Are you Ready?
As a leader in your industry, you are responsible for the strategic
direction of your business. Between the “squeaky wheel” and the
“silent majority” you need facts. Our survey will provide you with
decisive data, directly from the people who mean the most to you
– your customers!
This survey can be delivered online, over the phone, or face-to-face with
your customers depending on your business and customer
demographics. If I can help you get started, please call me directly at:
Mike Stafford
501-255-7751
www.CustomerExperienceGroup.com