Overview
J.D. Power and Associates can turn information into action. The firm's consultants have worked within a wide variety of industries to translate customer satisfaction data and information into actual organizational change that gets results. The firm's experts understand how to work with people, processes, and systems at the tactical, operational, and strategic level to create a consistent customer experience that delights your customers and differentiates your company from your competition.
Service Consistency
"We operate in every time zone and have thousands of employees. How can we make sure our customer's experience is the same no matter how we interact with them?" - COO, Service Provider
Designed for large organizations or those with multiple sales, service, or support locations, the Service Consistency program helps incorporate best practices into all levels of the organization. J.D. Power and Associates teams work alongside your internal teams to transfer cross-industry knowledge into a continuous improvement system that leads to consistent delivery of a world-class customer experience. This process moves organizations from delivering sporadic excellence at the tactical level to systematic excellence at the operational level, and finally to organizational excellence at the strategic level, creating a lasting competitive advantage. Download Brochure (pdf).
Leadership in Customer Satisfaction (LCS)
Are you challenged by turning B2B customer satisfaction data into customer satisfaction improvements. LCS translates B2B customer information into impactful results.
LCS is a J.D. Power and Associates proprietary business-to-business performance satisfaction improvement program. LCS measures current alignment with customer expectations; identifies and defines the gaps in that alignment; and provides actionable recommendations based on quantifiable data.
The key to any successful improvement initiative is to take effective corrective action, not just identify performance gaps. LCS will lead to the development, implementation, and validation of process modification to support customer expectations. This translates to a competitive advantage that is essential for lasting results. LCS and has been successfully implemented with numerous clients across 11 industries. Download Brochure (pdf).
Quality Systems Assessment
"Our internal measurements show we're improving, but our customers tell us that we still fall short of their expectations."
Many companies establish multiple quality systems in each department or division to evaluate performance against internally established business standards. These systems are rarely coordinated enterprise-wide to yield maximum effectiveness; they often focus on internal operating metrics of efficiency with little or no direct link to the actual customer experience. As a result, they often fall short of evaluating an organization's ability to meet their "brand promise" and service strategy. J.D. Power and Associates can assist you by coordinating efforts across the enterprise while utilizing best-in-class methodology and systems. This allows you to better understand where your company is, areas of opportunity, and what activities should be given priority. Download Brochure (pdf).
Call Center Assessment
"At the end of the day, much of our Brand is determined by the call center agents delivering the customer experience. We have to take every reasonable step to insure that the customer has the best possible experience and our Brand is strengthened."- SVP Customer Service, Service Provider
The Call Center Assessment is a systematic approach to understanding customer needs and expectations and comparing them against support mechanisms in place for the organization to succeed.
The assessment outlines the extent to which the internal operations are designed to deliver customer satisfaction. It rates your company's performance in operational effectiveness and customer satisfaction while providing a high-level quantification of the value (ROI) that could be achieved with addressing the opportunities. J.D. Power and Associates can also assist you with implementing any recommended changes to your organization. Download Brochure (pdf).
Business Improvement Solution (BIS)
Tired of data overload? BIS puts the whole picture together for you, identifies specific problem areas and puts the best practice for solving a particular problem in the hands of those executing the fix.
BIS is a graphical tool designed to provide clients with an integrated performance information and improvement solutions platform that aggregates financial, operational and customer-facing (tracking) indicators. This program enables clients to directly link improvement resources to overall business objectives. BIS allows your organization to identify and solve problems quickly, which saves time and money. More importantly, the issues that are affecting the customer experience and your company's profitability are addressed, which may enhance your brand and provides a competitive advantage. Download Brochure (pdf).
Initiative Impact
Are you confident your initiatives will increase customer satisfaction and keep your customers from defecting to a competitor, or are you hoping for the best?
Initiative Impact Analysis provides companies with a systematic approach to analyze and prioritize customer experience improvement initiatives. This allows your company to maximize valuable resources and increase the chances of improving customer satisfaction while delivering an acceptable return on investment. Initiative impact analysis will compare your list of initiatives against a weighted importance model of the customer experience. This enables companies to make sound business decisions based on customer data and information, not solely based on intuition. Download Brochure (pdf).
IVR Assessment
You only get one chance to make a first impression.don't overlook your company's IVR.
When your customers call with a question, problem, or issue, who is the first person they talk to? If you are like many companies, their first contact is not with a person, but with your IVR. Customers who have a bad experience with the IVR are likely to be less satisfied with other aspects the service your company provides.
J.D. Power and Associates has developed an approach to assess the performance of your IVR and develop improvement recommendations to address areas that do not meet customer expectations. The first stage of the assessment is surveying your customers to measure their level of satisfaction with the IVR. The data is analyzed and compared to cross-industry benchmarks from J.D. Power and Associates Syndicated research studies to identify performance gaps. In the second stage, the firm conducts a best-in-class analysis to develop recommendations for improvement. J.D. Power and Associates can help to ensure that your company's first impression is the one that drives customer satisfaction. Download Brochure (pdf).
Call Center Certification
Don't listen to us. Listen to our customers. This unique program combines an expert onsite audit with a customer satisfaction survey to define who really delivers an excellent customer experience via the call center channel.
For call centers seeking to distinguish themselves in this highly competitive market, the J.D. Power and Associates Call Center Certification Program sends a clear and unequivocal message that your call center is process-oriented, professionally managed, and focused on providing the highest levels of customer satisfaction.
The J.D. Power and Associates Call Center Certification Program allows companies to identify and focus on critical areas of customer satisfaction by utilizing best practices that are aligned with customer needs. To view a list of the J.D. Power and Associates Certified Call Centers, please click here.
Certified Technology Service & Support (CTSS)
More than 50 industry-leading companies contributed to the development of J.D. Power and Associates certification standardss
The J.D. Power and Associates Certified Technology Service and Support (CTSS) program enables consumers and enterprise customers to gain confidence in your customer service operation before they make purchasing decisions. Jointly developed by J.D. Power and Associates and the Service and Support Professionals Association (SSPA), the CTSS program addresses critical challenges that service organizations face.
The CTSS program provides companies with a unique opportunity to demonstrate their service excellence and to gain a competitive advantage in the marketplace by communicating their excellence in technology service and support through the J.D. Power and Associates CTSS program.
The CTSS program delivers forward-looking guidelines for the delivery of world-class service and support. More than 50 industry-leading companies contributed to the development of the certification standards, including best practices for service strategy, operations, promotion, assisted and non-assisted support, depot and field service, and channel and outsource partner service.
To view J.D. Power and Associates Certified Technology Service and Support Organizations or to learn more about the program, click here.
How Well Does Your Company Integrate the Voices of your Customers?
Finding a competitive advantage in today's marketplace can be a significant challenge. Near, if not at the top of the list is listening to your customers and integrating their feedback throughout your operations. J.D. Power III, founder of J.D. Power and Associates, provides insight on this subject:
"Successful companies integrate the voice of the customer into their daily operations. Today, with consumers in the driver's seat, those who ignore customer expectations and opinions cannot remain competitive."
The Voice of the Customer
The voice of the customer echoes through the halls of leading companies worldwide. Savvy companies today have adapted to the rigors of a hypercompetitive global market by listening closely to the needs and desires of their customers. But, these leading-edge companies don't stop there. Listening to your customers is only part of the success formula.
The other key element is turning customer research findings into actionable results that can be used to improve your business, and this is the part that is even more challenging for many organizations. This simple fact is this: leading companies listen to their customers and adapt their organizations to meet customer needs; companies that listen to their customers but do not change do so at their peril.
Business leaders should not be lulled into thinking that consumers only compare their experiences within an industry. With nearly 40 years of experience listening and understanding customer opinions, perceptions, and attitudes, J.D. Power and Associates has observed that customer experiences not only cross industries, but they also transcend cultures. A customer's interaction at the supermarket often impacts how they shop for airfares. Online shopping experiences color brick-and-mortar purchase decisions. Shopping for a new home often influences how the customer perceives their next new-car buying experience.
However, customers experience brands, not experiences, and exceptional experiences create strong brands.
While average brands deliver basic no-frills service, leading brands understand their customers and how to best deliver what those customers want and need. A brand represents aspirations, and execution against those aspirations builds advocacy. Advocacy, in turn, leads to growth. Brand advocates will evangelize about a company's products and services with zeal.
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