CUSTOMER EXPERIENCE SURVEY
Customers today are savvier, more connected, more demanding than ever, but in nature are simplistic – they have wants, needs and expectations. But how do you know what your customers really want? Quality products, good customer service, low prices? What happens when you think you are offering the moon and more, but they still shop with your competitors?
Customer experience often seems ethereal, something which appears as if by magic; however, creating a great customer experience does not require knowledge of magical incantations. The fundamental knowledge you need to start with is a thorough understanding of the journey your customers take with your business and brand, and understanding how they feel at each point of the journey (excited? stifled? calm? confused?). Collecting data from your customers can help you create a better customer experience that is unique and engaging enough to drive your sales, and The J. Whitney Group makes it easy to collect and interpret that data with our CUSTOMER EXPERIENCE SURVEY, designed to get you the insights you need to manage and measure your customer experience at every touchpoint.
Think of the customer journey as a road map detailing the full experience of being your customer, the aggregate of encounters with your business and brand from the initial seed of awareness to the repeat sale. Unfortunately, there are significant inefficiencies over the typical customer journey, which often cover multiple touchpoints managed by different parts of your organization (website, social media, administration, sales team, etc.), and with the proliferation of new technologies, laws, regulations and compliance protocols, the journey becomes more complex and the opportunities for inefficiencies increases.
- ACCORDING TO THINKJAR, 70% OF COMPANIES THAT DELIVER EXCEPTIONAL CUSTOMER EXPERIENCE USE CUSTOMER FEEDBACK -
WHAT IS A CUSTOMER EXPERIENCE SURVEY?
A survey that gets into the hearts and minds of your customers, extracting all the information you wish you could ask each customer during each transaction. Get them to tell you what you want to know, track the information and make it usable for business development decisions.
GENERAL SERVICE OVERVIEW
The customer experience extends far beyond one transactional touchpoint. Our expert consultants take a holistic approach to your customer experience by looking at the entire arc of touchpoints with a CUSTOMER EXPERIENCE SURVEY crafted specifically for your individual cannabis business. We’ll collect and analyze the data and provide you with a detailed report with actionable insights, so you can make better, more informed decisions. The report, delivered directly to you, will include visualizations of the data collected, cross-tabulations of the different variables measured, a written analysis about what the data reveals and suggestions for improvements to be made based on the findings.
Option 1: SURVEY + REPORT
Full client experience survey conducted, data analyzed, custom report generated and delivered to you.
Option 2: SURVEY + REPORT + ADVISEMENT ON IMPROVEMENTS
Full client experience survey conducted, data analyzed, custom report generated and delivered to you. Then, more time with a JWG consultant to strategize for using the survey findings to implement positive changes in your cannabis business.
Option 3: SURVEY + REPORT + IMPROVEMENT IMPLEMENTATION BY JWG
Full client experience survey conducted, data analyzed, custom report generated and delivered to you. Then, work with JWG consultant to strategize an action plan which will then be implement with the guidance of your JWG consultant from start to finish.
*Prices vary based on selected level of service*
About 4-6 weeks from start to finish (depending on how quickly you progress through on-boarding)
Step 1: Onboarding
Intake interview with business leader to get business specific info
Step 2: Ignition
Creating impactful message
Sending Survey to contact list
Step 3: Data Collection
Letting the responses roll in
Follow up e-mail 1-week after first e-mail to motivate additional responses
Step 4: Data Analysis
JWG analysts evaluate responses
JWG analysts create your customized report
Step 5: Report Presentation
30-minute report review call with JWG consultant
Ask whatever clarifying questions you may have about the report
Step 6: Advisement on Improvements [Option 2 & 3 Only]
Step 7: JWG assists in improvement implementation [Option 3 only]
WHAT IS INCLUDED?
Customized survey designed to gather info from your customers about their perceptions and expectations of your business.
Assistance writing an impactful message to motivate your contact list to respond to the survey
A link to the customized survey that YOU send to your contact list (no need to share your contact list with us)
A team analyzing all incoming data
A full report of data collected including visualizations, comparisons, and an action plan with expected results
HOW DOES THIS PERTAIN TO MY CANNABIS BUSINESS?
Simple. This gives you the customer insights you need to better serve your demographics so they choose your business over your competitors.
WHY DO THIS FOR YOUR
When your company invests in nurturing and managing the customer experience, it benefits your business both externally and internally. From positive word-of-mouth that generates customers loyalty and retention, to analyzing your sales processes, creating a more effective product offering and identifying opportunities to decreasing costs – the benefits extend all the way to increasing your bottom line. Because your customer experience efforts span across every department and team in your organization, using our CUSTOMER EXPERIENCE SURVEY encourages companywide collaboration, alignment on company objectives and provides your business with standard metrics you can use to benchmark your progress.
Effective businesses focus on creating and reinforcing pleasurable experiences so that they might retain existing customers and add new customers. Properly constructed customer satisfaction surveys and questionnaires provide the insights that are the foundation for benchmarking customer happiness.
- ACCORDING TO DIMENSION DATA, 84% OF ORGANIZATIONS WORKING TO IMPROVE CUSTOMER EXPERIENCE REPORT AN INCREASE IN REVENUE -
At the bare minimum, you can expect to:
Understand the wants, needs and expectations of your customers
Understand customers' needs as they use the various products or services so you can help them have an overall better experience.
Determine how well your company is satisfying these expectations and requirements
Assess the performance of your customer-facing touchpoints
Develop better targeted service and/or product offering standards based on findings
Step out of the driver's seat, kick up your feet and let The J. Whitney Group take you for a ride through the heart and minds of your customers. The insights unlocked from our CUSTOMER EXPERIENCE SURVEY is the rocket fuel needed to propel your cannabis business to new heights.