Operational and marketing management have increasing needs to stay connected with their customers. In a world where one unhappy customer can create a “YouTube” sensation that may air your dirty laundry to the rest of the world, keeping customers happy and loyal pays big dividends.

Customer loyalty is most appreciated when it’s gone. Never have consumers had more options available to them and more motivation to find the best possible value. Customer expectations are one fundamental piece of the puzzle. We measure them and provide feedback on how you are meeting them. The retail experience is another key part of the equation. We collect feedback directly from individual customers and mystery shoppers. We can also integrate data about competitive performance, operational delivery, and online information that can give you a full picture.

It’s important to understand the profile of your most loyal customers. Our analysts will provide insights into those customers who are loyal and should be cultivated into advocates. In the end we help you to retain your best customers and help you create fans that can advance your brand. Your investment in gathering feedback will be measured by business metrics such as wallet share, retention, and increased lifetime value.

You understand that operational excellence requires a single focus on exceeding the expectations of your customers. Questar will help you design a feedback process that gets right down to the nitty-gritty details of ensuring that employees are welcoming customers and service lines are kept to a reasonable wait. Because Questar can integrate a variety of inputs from customer surveys, mystery shoppers, internal audits, and operational transactions, we can give you a full 360 view of your customer experience. You will know exactly how resources should be allocated to meet your customer needs.

Retail organizations increasingly understand the need to incent management and customer facing employees for meeting and exceeding their customer expectations. Questar has worked with dozens of clients to implement these types of incentive programs. While incentives have the power to change behavior for the better, effective use requires careful planning. Rewards must be sufficient to incent employees to make the desired changes in behaviors. Appropriate oversight must also be put in place to avoid gaming and outright fraud that can sometimes result when rewards can incent unwanted actions. Questar has the experience to create processes that will prevent individuals from circumventing the program.

Your brand promise builds upon your commitment to deliver outstanding products, services, and value every time your customer touches your organization. Brand equity requires that you deliver every single time. Ultimately, your advertising, your website, and your retail touch points must act in harmony to build brand value. In an age dominated by the all-powerful consumer, continuous and up to the minute feedback on what they are experiencing is your only true measure of how your brand is perceived. Questar gathers this feedback and delivers it into the hands of your marketing and operational professionals who can “steer your ship” toward higher levels of brand value.