Our clients include:

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Our approach to Customer tracking
Our approach to Customer tracking (US)

Our approach to Customer Closeness
Approach to Customer Closeness (US)

Drawing together the disciplines of marketing, market research, accounting and financial planning we provide a model that has credibility across the business and a tool that can be used both for measurement (to feed into KPIs / balanced scorecards) and for strategic planning / service optimisation.

How the process works

We structure our approach around the customer journey – from initial interest through trial and usage to loyalty and advocacy. There are several stages involved in identifying and implementing a successful customer value model; some clients start at the very beginning whilst others involve us at later stages to optimise / overhaul their existing approach.

Understand the drivers of customer satisfaction and measure current performance

Measure the business impact of satisfied customers and calculate net present value for the existing customer base

Prioritise areas for improvement and
set fair individualised targets

Develop and action tactical plans for improvement

Communicate the results and create
an impetus for change

Measure the business impact on an
on-going basis

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Nunwood: "Profit Through Knowledge"

"Understanding how customer satisfaction impacts on retention and the business risks associated with attrition, clients can prioritise budget allocation and optimise customer satisfaction programmes by focussing on the real ‘moments of truth’ for their customers."

Melanie Appleby,
Global Insight Divisional Director

melanieappleby@nunwood.com