Improve Your Customer Centricity

Transforming your entire organization to be customer-centric takes more than just obtaining customer feedback. Companies need to involve senior executives, understand their customers and competitors, strategically design journeys and engage frontline employees to deliver differentiated experiences.

CX Brand Health

CX Brand Health

A customer’s opinion of your brand is the sum total of all their experiences with your products, services, personnel and messaging. Assessing that outcome and comparing that image with your target image is critical for your brand’s long-term stability and continuity. We help you define your persona and value proposition, convert them to an intuitive measurement and consult on mitigating any gaps in customers’ understanding of that image, to ensure that conversations about your brand are aligned to be in the right context.

CX Benchmarking

CX Benchmarking

Comprehensive customer feedback programs should not be limited to conversations with just customers. They should also include prospects and competitors’ customers. A relative understanding of your performance, compared to the competition and combined with an absolute customer experience evaluation (from your customers), gives you a true understanding of where the business is and where it needs to be. This creates a more customer-centric culture.

The Maru Group’s proprietary panels of pre-profiled individuals help you execute benchmark studies efficiently as well as cost-effectively. If you are working with harder-to-reach audiences, we have relationships with reliable partners from whom we regularly access samples to execute blind benchmarking studies that promote reliable comparisons so that you can assess where you truly stand in the marketplace.

Employee Engagement

Employee Engagement

Employees are the richest resource a company has, but often their ideas and insight only go as far as closed conversations with fellow colleagues. Those on the front line interacting with customers have invaluable ideas about how to reduce or remove pain points and improve customer experiences. Additionally, your employees are in the best position to tell you what support they need to feel empowered and enabled to best help customers.

Our Voice of Employee program provides a platform to tap into employee conversations in a number of engaging and secure ways. It’s an opportunity to maximize employee satisfaction, encourage brand advocacy, increase customer and employee retention and improve customer experiences by utilizing a valuable pool of insights and ideas.

By improving employee engagement, your organization will reduce staff turnover, lower costs and enhance your customer’s experiences. Our Voice of Employee program gives your staff a voice, listens to their ideas and provides them with a stake in the performance of your business. The program listens to your staff through either regular feedback surveys or a branded and engaging employee community. It provides a platform for employees to share their ideas on how you might improve and to raise any concerns so that you can act before impacting your customers. If you treat your staff right, they will look after your customers.

We understand employee engagement and tactically advise how to engage with your staff and stakeholders and how to share program results with them. We even work with key team members to ensure our Voice of Customer solution works for everyone in your business.

Strategic Design

Strategic Design

Outcome Driven Programs
We do not just measure and monitor CX feedback. We are focused on outcomes. Our CX insight team are fully trained across a range of research methodologies. They can be as hands-on as you need and involved in survey design, employee engagement, and insight and reporting.

Senior Research Expertise
When you choose Maru/edr, you enter into a mutually beneficial partnership. Our diligent project team proactively learns about your business to ensure the smooth development of your program. This dedicated team guides the process every step of the way and consists of a multidisciplinary team of researchers, operations managers, and technical staff. We firmly believe in heavy senior-level staff involvement especially during program design, consulting and reporting stages to ensure our CX inputs and outputs are best-in-class.

Sector Experience
Put results into context with experts across verticals. Ensure the greatest return on your investment by turning CX feedback and results into clear business action. Our vertical research specialists understand differing marketplaces and know what areas of development will bring you the greatest return.

Understand what benefits a Voice of Customer program would provide for your business by requesting a customer relationship briefing from one of our experts.

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