ServQ Alliance
ServQ Alliance

Customer Analytics

We use a combination of advanced techniques and tools to rapidly identify “actionable insights” from an enterprise’s live customer data records. This provides a solid foundation and measureable targets for a high-impact service improvement plan to improve acquisition / retention / revenue / profitability.

 

Our Customer Analytics service comprehensively analyses an enterprise’s customer data using a systematic approach which integrates 4 major data analysis perspectives:

  • Basic Data Segmentation (Excel)
  • Advanced Data Analysis (Excel Pivot and PowerPivot)
  • Data Visualisation (ezViz)
  • Data Mining (DMF)

 

A Typical Customer Analytics Project

For example, we analysed the customer data of a leading financial services organisation to determine why customers were leaving. We identified a number of major issues concerning the product proposition and the customer service process which became the foundation for a major service improvement project.

 

For more information on Customer Analytics read our White Paper on Customer Data Analytics using Excel.

 

Business Simulation

One of the most effective ways to support  Strategy Development and Executive Team Development is through the development of custom on-line interactive Business Simulations consisting of Dashboards and What-if Models.

 

For example, a what-if dashboard can quickly be developed, by interviewing the senior team in an organisation,  to allow the thorough testing of strategic plans on the computer against a number of different scenarios to see how they might play out and how they could be improved before committing money or resources to them.

 

Business Simulations can also be quickly developed to surface the key dilemmas staff encounter in performing their jobs in the organisation. These simulations are then used to create organisation-specific development workshops which allow staff to explore these dilemmas in a safe environment and develop new and creative ways of dealing with them more effectively.

 

A Typical Business Simulation Project

We developed a business simulation for a global management consultancy company in the area of Corporate Social Responsibility (CSR). We worked with subject matter experts in the company to develop and trial the simulator which was then incorporated into the company’s service offering to major corporate clients.

 

For more information on Business Simulation read  our White Paper Creating an In-house Business Simulation Lab.

 

Social Media Analytics

Social Media activity must be optimised to ensure time and effort is only invested in those activities which provide measurable business benefits to an organisation.

 

Social Media Optimization

Our Social Media Optimization service starts with a health check of all social media activity by the organisation which enables the development of a Business Social Media Plan with clear goals, costs, timelines and measures.

 

Social Media Monitoring

 Following the social media health check an organization can benefit from our Social Media Monitoring service which uses leading online monitoring tools to quantify and classify what is being said about an organisation, its people, its products, its customers and its competitors. 

 

Integrated Social Media Dashboards

One of the most important things for any organisation in today's media savvy world  is to have an Integrated Social Media Dashboard which pulls together, in a single screen, a concise real-time summary of all the organisations social media activity covering outbound media such as blogging and websites and also conversational media such as twitter and linkedin. 

 

A Typical Business Social Media Project

Starting with a Business Social Media Health check we then helped the industrial engagement arm of a major UK university to devise a business-led integrated social media strategy for engaging with businesses in their catchment area. This covered blogging, email marketing, LinkedIn, twitter, online/offline community and Customer Relationship Management (CRM).

 Clients' Views

'You have enabled us to articulate and communicate strategic direction throughout the whole organisation.'

 

'Your flair, creative approach, excellent relationships and methodology helped build capacity, develop behaviours and skills that had a lasting impact.  This enabled us to prepare for and manage a period of considerable change and transformation.'

 

'We are delighted with the impact you have had in transforming individuals and teams enabling them to deliver high performance outcomes.'

 

Thanks for the good work'

 

'This has been truly transformational.  It has helped us look beyond roles to the complex, uncertain and ethical dilemmas of working in a very different way.  It gave us the time, space and challenge to grow ideas and deliver change in my and my team's practice.'

 

'Superb work - many thanks'

 

'You clearly understand the dynamics and have a lot to offer the.....initiative over the years ahead'

 

'(EU) outputs fully met the needs of the programme, the quality was very good'

 

'A focused and dedicated team of senior practitioners, researchers and industry leaders delivered work packages at the right time and quality'

 

'Very professional, well prepared and clear understanding of our expectations, very responsive to late change requests and programme revisions. Excellent pre and post sales'

 

'Both programmes have exceeded our expectations and attained high levels of adoption'

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