Stratmetrix create VoC-driven business-change programmes that drive customer satisfaction, retention, loyalty and profitability.
As independent consultants, we combine deep service-industry expertise and market experience, with proven approaches and techniques, to create innovative, continuous-improvement programmes that drive positive business results.
Closing the Gap Between Expectation and Experience
The essence of what we do is closing the gap – the gap between what your customers expect and what they actually experience.
To close this gap, we execute a deceptively simple, three-stage, iterative methodology:
- Check
- perform a rigorous gap-analysis between the customer perspective – what they want and why they want it – and the organisational perspective – what they get and why they get it
- Plan
- create a comprehensive programme of transformative change, or incremental improvement, that addresses the prioritised gaps between the two perspectives
- Do
- implement the programme to time, budget and objectives
Then, return to Check, review results and iterate through the loop until the desired results are achieved.
Read More Click here for a more detailed description of our closed-loop Improvement Methodology