Customer & Employee Feedback
It starts with understanding your customers and your employees, to create your Specific Solution
Tap into your
customer and employee insight
Introducing REAPnetwork our unique diagnostic tool. It’s fast, flexible and effective and will give you LIVE ‘finger on pulse’ and deep dive insight to inform your business growth plans.
Combined with our business expertise, we’ll help you develop an intuitive and accessible customer and employee feedback solution.
Ask probing questions that get to the heart of the problem and turn them into opportunities
The REAPnetwork gives you a branded, live-time dashboard of responses and results – and we’ll help you learn from it – click the video find out more
Deep dive with facilitated workshops, focus groups plus qualitative and quantitive interviews.
Identify and review all customer touchpoints to gain full visibility of your customer journey
How it all works
Capturing how your customers and employees think and how they feel enables the business to make informed decisions that feed into your marketing, sales, service and people strategies. Our approach is a blend of digital and F2F interaction. The Reap Network acts as your best friend – the friend that learns everyone’s secrets and whispers them to you – but not with out analysing those secrets first. Imagine having your customers and teams in your ‘Boardroom’ every day!
Fact Finding & Content Discovery
- High Level Needs Conversation
- Co-create tailored and exploratory approach
- Deploy and manage the insight campaign
- Hilight emerging trends
- Create and implement a post action measure
- Introduce periodical customer satisfaction nd employee engagement strategy
- Review ongoing success and continuous improvement opportunities
CX and EX
Analysis & Recommendations
- Comprehensive interpretation of feedback and responses
- Highlight risks, issues and opportunities
- Short, medium & long term improvement recommendations
Learning & Development
- Identify training gaps with Leadership Team.
- Develop tailored training plans, materials and support
- Deliver training direct or via Train the Trainer
How it all works
Understanding your CX & EX insight is the foundation which enables you to make informed decisions about your future. Our approach to gathering insight is blended through F2F interaction with people across your business and by using our unique proprietary diagnostic tool. The Reap Network acts as your best friend – the friend that learns everyone’s secrets and whispers them to you -but not with out analysing those secrets first
- Content Discovery / Immersion / fact finding
- Diagnostics through bespoke surveys
- Identify & Review all Customer Touchpoints
- Clear CX Journey Map by channel
Feedback Cycle & Competency Gauge
- Create, establish and review regular competency gauge to ensure ongoing quality of CX, team and customer satisfaction and engagement.
CX and EX
- Evaluation & recommendations for fact-finding aspect
- Ideal CX roles and responsibilities
- Ideal solutions for capturing and reporting direct customer contact
- Creation of CX & EX vision, engagement, and comms programme
- Identification, creation, and delivery of training and tools.
- Delivered directly, virtually or via online solutions.
Benefits of Customer & Employee Insight
Learning & Coaching ?
We believe the answer to business growth is to understand what your customers and employees think and feel. We offer detailed customer and employee insight, leadership training and coaching . The benefits to your business are:
- A more empowered workforce
- Delighted customers
- A diverse and inclusive culture
- Improved efficiencies
- Increased revenue
Lindsey is a Customer Experience Specialist, collaborating with and managing stakeholder engagement to deliver excellent customer service. Proven expertise in leading change, a skilled and empathetic coach, mentor and trainer working alongside senior and operational leaders to identify improvements in processes to achieve key business results.
Charlotte is a qualified personal development coach/trainer, NLP Practitioner and project manager. A highly effective & inspirational communicator focused on supporting leaders to improve employee engagement, talent retention and succession. A strong change facilitator, focused on perception, mindset and driving a high performance, diverse and inclusive culture.