Anthony & Alexander offers innovative techniques and methodologies that have been proven to be effective in customer experience management (CEM) programs. These processes draw on proprietary resources below.

Center for Loyalty Research

The Center for Loyalty Research (CLR) provides consistent analysis of your customer satisfaction and loyalty measurement data to improve the decision making process across the organization. The research conducted by our CLR professional staff helps build, maintain and improve the quality of your customer and employee relationships. We deliver customer intelligence that is both strategically insightful and immediately actionable. As a result, you can continuously improve your processes to achieve greater strategic advantages faster than every before, leading to increased revenue and profits.

By analyzing the customer experience data, unifying knowledge expertise and automating the problem resolution process, the CLR enables organizations to deliver world-class support.  At the CLR, we analyze research data and format it to produce the customer satisfaction survey scripts, executive briefings and other research delivered as part of the Customer Experience Management (CEM) consulting services.

Research data also is consolidated in a centralized database useful for benchmarking studies and other crucial client applications.  We compare customer data with our internal benchmark database, which includes our Top 25 service organizations, NorthFace ScoreBoard AwardSM recipients and industry-specific data.  Furthermore, we develop marketing and promotional materials such as summary sheets, white papers and case histories, that help you leverage you CEM success.

CLR consultants assist you to refine objectives, performance metrics and data collection requirements. We conduct client validation interviews and pre-survey focus interviews to pinpoint quality, service and other attributes most important to respondents. It’s all part of our commitment to designing a program that reflects the mission and objectives of your unique CEM strategy, extending from customer acquisition through customer retention, satisfaction and long-term loyalty.
Clear Customer Intelligence MethodologySM
 AAG’s Clear Customer Intelligence MethodologySM (CCIM) is a customer analytics process that helps you to integrate and analyze individual customer and summarized data gather from multiple sources to increase sales, profits and improve customer service. Analytical tools enhance targeting efforts by defining customer segments according to customer demographics, cost of service or other relevant measures.

CCIM helps you to:

  • Compare employee perception to actual customer ratings
  • Drive business processes based on analytics
  • Provide a set of proven survey questions for all customer touch points
  • Identify groups of customers with similar attributes and behaviors
  • Capture and analyze customer experience data from across the organization
  • Enrich the touch point systems such as branch, web and call center systems with insights form the analytics layer
The CCIM utilizes a set of core questions for customers and employees. The three customer survey participant types are end users, influencers and decision makers/recommenders.

  • The End User Survey participant data is based on measuring the level of satisfaction with a service incident (installation, depot repair, technical telephone support, field service, etc.) from a CRM application that contains all pertinent data (Case Number, Product Code, Rep #, etc.) relating to the closing of that service incident.
  • The Customer Influencers Survey instrument measures the level of satisfaction with service and/or product via their experience or perception. The influencer survey is conducted on pre-determined frequency and is not driven by recent customer experience.
  • The Decision Makers/Recommenders survey measures the level of satisfaction with service and/or product via their experience or perception. The Customer Decision Makers/Recommenders survey is conducted on pre-determined frequency and is not driven by recent customer experience.
The customer intelligence end user data analysis can produce multi-dimensional slices such as Country - Region – District – Branch. The analysis and reporting may also include key account information within survey participant type. This powerful view within key accounts provides quick identification and resolution of problems.

The employee survey participant types are frontline, middle management and executive management. The employee alignment survey is based on capturing the employee’s perception of the customer level of satisfaction and loyalty with a company’s product and service and aligning that with the customer’s actual responses. The objective is to raise the service awareness, competence, operational practices and commitment of all employees resulting in increase revenues and profits. This employee alignment process is one of three major components of employee advocacy strategy. The other two components are skill-based training in customer relationships and linking compensation to customer satisfaction and loyalty.

Rent-a-Service-Executive Program (RSVP)
Our executive service professionals (Vice President & Director) have a proven track record (20+ years on average) of managing worldwide service organizations. Our RSVP mission is to increase service revenues and profits. Our RSVP services include a temporary service executive who will develop and implement a service strategy that includes:

  • Service operations
  • CRM technologies
  • Self service offerings
  • Professional service offerings
  • Customer satisfaction programs that drives loyalty

    Our business model is “Bottom Line Results Always Earned -- Never GivenSM.” Our RSVP services fees are incentive-based on the results we produce for you, such as increased service revenues and profits. Organizations with limited resources to improve service operations and revenue would benefit significantly from our RSVP services.