with our Customers.
Keep inTouch With Your Customers
The most important
professional relationship we have is our relationship with our customers.
If we lose that, and we lose everything. But if we nurture those
relationships and really work with our customers, we can define
the future of
The In Touch process
is designed exclusively to build a bridge of communication and collaboration
between your organization
and your customers.
A Critical Perspective
Our customers offer more than just cash in exchange for our products
and services. They offer a perspective that is critical to the
success of our organizations. Fortune 500 companies have learned
this over and over again: customer insights and feedback can earn
and save an organization millions of dollars every year.
Asking the Right Questions
The key to getting great information from our customers is to ask
the right questions. Using surveys, interviews and professionally
facilitated focus groups, we will gather the information needed
to bring your organization closer to your customers. The In
Touch research team has designed and facilitated hundreds of focus groups,
written surveys, telephone surveys and personal interviews. You
could say we are experts at asking the right questions.
Listening to Customers and
Once we’ve asked the right questions, the most important thing
to do is to LISTEN... carefully. In Touch is unique in that it
addresses the perspectives of both customers and employees. By comparing
and contrasting the unique perceptions of each group, we find ways
bring both groups closer together.
Identifying and Eliminating
A "gap" occurs whenever employee perceptions differ from
customer perceptions. A wide variety of gaps will be identified throughout
the In Touch process. The goal of the process is to identify and
eliminate these perceptual chasms through communication, education
An Enlightening and Entertaining
Once all of the customer and employee information has been gathered
and reviewed, a high impact presentation will be designed for your
organization. Employees will be shown the customer’s perspective,
in the customer’s own words. Using edited focus group videotapes,
customer quotes and overall survey results, a focused motivational
presentation will be designed for your organization. During this
presentation, your employees will be educated, entertained, surprised
and ultimately enlightened. They will leave this presentation with
a much greater understanding of your customers’ perceptions
Collaborating to Improve Relationships
The high point of the In Touch process is the final step: Multi-Level
Creative Brainstorming. During this step of the process, employees
and managers and executives are recruited to participate in a series
of intensive, professionally facilitated brainstorming sessions,
all with a singular focus: improving relationships with your customers.
For more information, contact
us via e-mail
or call us at 407-234-4522.