Tonus - Customer and Team Advisory Boards

Client Advisory Board / Customer Scorecard

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Customer Scorecard A customer scorecard is a structured analysis of how you are percieved by your customers. In a focus group setting, we invite some of your best customers (chosen by you) to a facilitated session to ask them about your business. Your customers are the key to your growth, your success and your survival.
Focus on Customer Touchpoints Where and how does your business interact with your customers? The 5 main customer interatcion areas are: Profile and Reputation – The general profile and reputation of the business in the marketplace. Marketing – Looks at the effectiveness of the various marketing programs the business has used. Sales Process – How well the customers were guided through the actual sales process. Product / Service Delivery – Examines the level of satisfaction customers have with the product/service purchased. After Sales Service / Support – Deals with the performance of the business after the sale has occurred.	Customer Touchpoints
Understanding the impact each of these areas have on your customers, and their impressions of how well your business performs in each area is some of the most valuable feedback that your business can receive.

Once we have asked your customers about you and recieved their feedback, we will create a report designed to provide you a benchmark of your current customer satisfaction index as well as a number of targeted recommendations on where you should be focusing your efforts to lift your customer satisfaction. In the final report we will give you measurable results based on the different ways that you interact with your customers and based on customer perception of your business. We will start with overall impressions and drill down into specific areas under each touchpoint.	Top level view of touchpoints
'Profile and Reputation' touchpoints	When we drill down into sub sections, areas to improve in customer interacations become much clearer. The Customer Scorecard doesn't have to stand on it's own. When done in Conjunction with our Team Perspective (Team Advisory Board), or as part of our complete 'Performance Review', you will gain insights into a myriad of areas in your business. When done with the 'Team Perspective', the Customer Scorecard can identify areas of concern where customers may percieve business processes, systems or products in a completely different way than the team does

Often businesses expect their customers to simply complain about their price, product or service during this type of session. However your customers buy from you because you provide value to them, sure they all want good prices, but isn't that just another way of saying good value.Value is derived by offering your customer products and services that solve a business need for them. If the customer can get more value by by telling you what else they want in a forum like this, you will draw them closer to you and turn them into advocates. The purpose of a Customer Scorecard is to help you understand your cusotmer's reality, why they buy, what they value, and what they want from you in order to send more business your way. Isn't that one of the most important things for you and your business? Whether done in concert or one at a time, Tonus Business Analysis tools will help you to identify and address things that are slowing down or stopping your from achieving it's goals.