Customer Ecology™ Assessment — Frequently Asked Questions

Our Core Belief: Keeping customers is  the least expensive and most efficient way to profitability and growth.℠  It doesn’t hurt that it makes the customer happy, (and more loyal) too.customer satisfaction

What is it the Customer Ecology™ Assessment?

The CE™ Assessment is a prescriptive diagnostic: it’s sort of like a CAT scan on the customer side of your business.  You get to see what’s healthy and where there might be some lesions.

It’s a simple process that has us talking, very personally, to your customers — existing, prospective, defectors — to find out from them the answer to one simple question: Why do you / don’t you buy from your company?

If we’re doing a review of your digital presence (website, Facebook & LinkedIn pages, etc.), we engage in a slightly different set of interviews but we have the same aim: keeping customers and making it easier to get new ones.  In this review, we also undertake research to learn more about your competition and how they’re positioning themselves in the “wired world.”

How can you benefit from the CE Assessment?

We always find out what you’re doing well.  That’s  the first place we go.  So, we find out how and why you’re succeeding in an effort to create more successes.

In our effort to uncover buying motivations and perceptions, we inevitably find at least three simple ways that you can leverage your existing processes and resources to be more effective at keeping customers.  Of course, we give you some suggestions on exactly how to do that.

What can you do with the information?

You have a few options: you could celebrate the good stuff and dig deeper to find out the roots of your success in an effort to create more of them.  (Appreciative Inquiry).  You could also look at the places where you’re disappointing customers and see if you can fix those issues.

The genius to satisfy your clients and customers already resides in your organization so, in part, our job is to help you find it.

Why do we do it?

Most of us are preoccupied with “our work.”  Asking customers “how are we doing?” doesn’t show up on the “To Do” list very often.

Our work of inquiry is an antidote to this mindset and we have some peculiar and special skills that help us execute.  We know how to make people comfortable and probe in ways that uncover previously undiscovered areas.

How long does it take?

From our initial kickoff meeting to our Final Report is less than thirty (30) days.

How much does it cost?

The CE™ Assessment is a labor intensive process; to get any decent insights requires some individual and human attention (you can’t get at this kind of information through surveys or similar).

Fees range from as little as $1,500 to $7,500 depending on the Scope of Work, the complexity of your offerings and the challenges of getting some attention from your customers. (Sometimes we have to offer them incentives.)

What are the deliverables?

We’re professionals.  When you engage us for this service, you get:

What else should you know?

We subscribe to a Code of Ethics established by the Institute of Management Consultants (http://imcusa.org).  Any information we collect is completely confidential.  With over thirty years of helping a range of clients, we have demonstrated our commitment to this principle.

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