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Direct Opinions Home Solutions Customer Acceleration Consulting Market Research & Insights VIZION360XM Insights into ROI BlogTeam Contact Us Discover the Dollars in YOUR Data with our Customer Acceleration™ Solution Our full-service insight solutions dig deep to help you uncover new revenue and operational efficiencies that drive measurable impact GET STARTED Stop Doing Customer Satisfaction . . . Start Doing Our Customer Acceleration™! Many companies have a customer satisfaction score but struggle with using it to drive business transformation. They don’t understand how to use the data to make decisions that will accelerate their business. If this is causing your competitors to gain market share, then it’s time to act. Do you really know why your customers choose you and why they stay with you? It’s time to find out. Armed with our Customer Acceleration™ solution, you can find the dollars in your data. Make more money from your customers … and make them happier in the process. How confident are you in the strength and sustainability of your most valuable customer relationships? Are you struggling to achieve the sales and business goals you are charged with attaining? Have you maximized your customers’ budget or are you leaving money on the table? Transform your NPS® and customer satisfaction scores into dollars and sense. Are you challenged with converting your NPS®/customer satisfaction scores into strategies to build new streams of revenue and growth? Do you need a solid plan to transform your satisfaction scores into exceptional customer and employee experiences? Is the service you are delivering your customers not living up to your brand promise? Leverage your existing survey program to drive organizational change from the insight” out. Is your existing DIY customer satisfaction program DOA and you need to take it to the next level? Are you losing more customers than you are gaining? Can’t figure out how to connect dots between customer insights and ROI? Immediate ROI. Long-Term Impact At Direct Opinions, we find the dollars and opportunities you need to transform your business right away – and over time. That’s our promise. As a full-service insight consulting firm, we draw from customer and employee experience data to help you generate new revenue and improve operational efficiencies across your organization. Schedule an Appointment What We Do Customer Acceleration™ Consulting Employ Customer Acceleration™ consulting to enhance organizational value with insight-based strategy that aligns with your vision. Learn More Market Research & Insights Diagnose critical employee and customer experience issues and prioritize opportunities for improvement. Learn More Vizion360XM Platform Access a powerful data and reporting tool that empowers your team to make smart business decisions. Learn More Case Studies An Industrial Machine Service Company... Was Able to Save a $900,000 Customer A Medical Software Firm…Discovered Which High-end Revenue Customers to Target to Drive Additional Sales Growth A Leading Manufacturing Company… Discovered the Real Reason Why Prospects Didn’t Buy SITUATION APPROACH RESULTS ACTIONS ROI They were implementing a new sales growth strategy and needed to evaluate customer experience and confirm their value proposition in the market. Their risk was making inaccurate decisions that were based on their own perceptions and opinions vs. getting insights directly from their customers to drive their strategy. Direct Opinions conducted satisfaction surveys with 200 current customers; Approximately 80 from their top 1 & 2 tier customers, 50 from their mid-tier and 75 from their lower tier customers. Almost 70% of top tier customers had a decline in sales over the past year because: The company had increased their rates and were pricing themselves out of the market for basic work. It was taking too long to get quotes and lead times for work were beyond reasonable. Customers were forced to go to competitors. Their lower tier customers were the most satisfied and wanted to buy more but didn’t know enough about other service offerings because they rarely see the sales people, if ever. A more competitive pricing plan was implemented for basic work as well as tracking to improve responsiveness and lead times for quotes and work. A plan was also implemented to improve visibility with sales people to meet customer needs. We identified that customers view them as the” expert company to go to in an emergency situation. This is very valuable since customers said they are willing to pay a premium for the quality and timeliness of service they need in a shutdown situation. Great insight being used for sales and marketing strategies! Their 2nd largest customer with $900K+in sales was leaving them… they had no idea! The salesperson said sales were dropping because they no longer needed their services. This wasn’t true- the customer couldn’t afford them anymore. Within two days of presenting our results, they were meeting with this client and saved the account. The President indicated that the results were priceless and well worth the investment with Direct Opinions! SITUATION APPROACH RESULTS ACTIONS ROI Was concerned that membership of a soon-to-be acquired company would drop during annual renewals because of problems they had with their upgrade launch the previous year. The plan was to offer a discount program for customers to renew and ensure stability for the transition and integration. Direct Opinions surveyed 175 current customers over a two-week period targeting purchasers of the products to evaluate their experiences and perceptions of the software and services. 80% confirmed they would continue using the software in the future; This accounted for $375K in revenue Approximately $100K of revenue was at-risk for customers that were unsure or not planning to renew. Those that spent the most money on average with them were the most satisfied. They experienced the benefits of the software and wanted to buy more add-ons! Those that spent the least money on average were the least satisfied because these customers didn’t know how to use the software effectively and couldn’t see the value, making them dissatisfied. A strategy was put in place to focus on selling more products to high-end revenue customers. An improved onboarding and training plan was established for new customers so they could better use the software and get the immediate ROI and long-term benefit for their business. Support plans were put in place for better periodic follow ups with clients to ensure their satisfaction especially prior to annual renewals. Plans were established to resolve issues on an individual account basis. The acquisition went forward. Launch problems from the prior year were not an issue for renewal and barely mentioned in the responses. The company scrapped plans to implement a discount program saving them tens of thousands of dollars. They will benefit from increased revenue driven from additional sales to satisfied, high-end revenue customers. They will also benefit from a reduction in customer churn rate over time. SITUATION APPROACH RESULTS ACTIONS ROI With a 65% market share in Europe, this company expanded in the U.S. about 3 years ago but wasn’t getting traction and growth they expected. As they focused on their marketing strategy, they were concerned they weren’t getting enough website conversions to leads and sales and needed to determine the cause. They were convinced that price was not an issue. Direct Opinions conducted a blind market study with 175 current and prospective customers to evaluate awareness, perceptions and experiences of providers in this space. We asked different questions of those that purchased vs. those that requested a quote and those that merely viewed the website. We evaluated various aspects of the experience including elements of the buying process, order placement and processing, and website evaluation and navigation. From...