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CFI Group applies the most powerful
system available (U.S. patent no. 6192319
B1) to quantify upstream drivers of customer satisfaction and their impact on financial performance.
The system is superior for understanding,
measuring and diagnosing customer
relationships as economic assets,
and for integrating this information
with financial and non-financial
information. This process yields
actionable results that focus
time, energy and resources on
the areas that matter most to
economic results. No matter how
significant the improvement on
satisfaction, if it has little
relevance to financial performance,
it will be a wasted effort. This
risk can be substantially reduced.
From measures of customer experience,
CFI Group can identify:
Which aspects of quality
will cause changes in satisfaction
The expected economic returns
from improved satisfaction
The most appropriate resources
and actions needed to optimize
satisfaction
Recognizing that customer satisfaction
is usually affected by employee
satisfaction, CFI Group offers
expertise in three related areas:
Employee Satisfaction
Customer Satisfaction
Employee-Customer Satisfaction
Linkage
Our work has provided outcomes
with dramatically improved customer satisfaction
and resulting profitability
(view
Case Studies); in fact,
none more powerful than those
that link employee and customer
satisfaction to financial performance.
It is this power and precision
that provides executives with
a basis for making critical
decisions. In the information
economy, customer asset management
and the quality of information
separate winners from losers:
Bad quality information leads
to bad decisions; bad decisions
lead to bad resource allocations;
bad resource allocations lead
to competitive vulnerability;
competitive vulnerability
leads, if unchecked, to business
failure.
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