Satisfaction is a low threshold
identify what truly drives loyalty
Delight your clients, don't just satisfy them
Identify how clients want to feel after experiencing your brand
Identify the drivers of loyalty
Identify the unstated reasons
why customers leave
Customer experience is the #1 requisite
for a brand to exist and grow
- Ernst and Young global study
But understanding your customer's experience requires more than an NPS survey
Satisfied clients leave
We need to do better than just satisfy. Satisfaction is simply table stakes.
NPS is not enough
There is much more to experience measurement than NPS. NPS tends to focus on the transaction. But experience is a bigger, emotional construct.
Do your "sat scores" match your sales?
Too often they don't. Too often the wrong things get measured. Too often functional topics are measured when the power is in an emotional connection with the brand through experience.
Understanding "experience" means uncovering your customer's emotional response
to your stores, website, products, services team. Afterall...
"Decisions are made emotionally, justified rationally"
- Gerald Zaltman
If we don't find the emotional motivations, we will have missed the real motivations
approach is designed to discover
the emotional and functional drivers of loyalty
The best approach for you depends on your industry and your situation.
Virtual In-the-moment Experience
Sometimes there is nothing better than hearing from the customer while they are in the midst of the experience. This provides the opportunity to show us what they like or dislike.
Complete Satisfaction Study
This includes all of the hypotheses generated by the qualitative methods, adds management hypotheses, and captures quantitative feedback on all. A driver analysis is conducted to reveal which are the most important drivers.
Pulse Surveys or Transaction-based Surveys
This zeros in on the more important metrics. It occurs either periodically or immediately following the experience, depending on the business. These are typically very short but with a large sample size so that results can be shared with a store, branch, office, etc. It also offers a 360 view to management.
Identify the unstated reasons why customers leave
Identify the real, unstated reasons why customers leave. Most studies capture the logical, surface reasons. When changes are made, retention does not increase. We identify the real, unstated reasons.
Learn why you will have better insights with True North by watching these short videos.
An overview of True North
Uncover the real, unstated reason why customers leave
The latest on how consumers make decisions (and it’s not on scales)
We have led Fortune 500 Insight teams
Your entire experience working with True North will be different. Our focus is not giving you data but giving you management-ready insights. This is why we frequently present to the highest levels of management.
The project isn’t over until you
get what you need
We understand that delivering a PowerPoint deck is not the same as delivering insights. Our job is not complete until you get what you need. That may mean additional analysis or more presentations – without being charged more.
1. Set up a meeting
2. Discuss your situation
Explain your situation and what you hope to deliver to your organization