CustomerGauge takes flight in Canada with Falcon Consulting Group
CustomerGauge has announced a strategic partnership with Falcon Consulting Group that will deliver the CustomerGauge platform to the Canadian market.
Located in Vancouver, Falcon Consulting Group is led by Michel Falcon, who previously ran the highly-respected customer experience program at 1-800-GOT-JUNK, and is widely quoted in industry and mainstream press as an authority on customer experience. Falcon Consulting Group will add a strategic customer experience layer to the CustomerGauge software platform.
Michel Falcon
With the CustomerGauge platform, Falcon Consulting Group clients will be able to automatically collect, scale and review customer feedback, and make strategic decisions based on the data. Following similar partnerships with Genroe in Australia, j/s/w Consulting in Germany, VinculoWeb in Spain, David Marklew Limited in England, and Ottima Cz in the Czech Republic, Canada is the sixth local market that CustomerGauge has entered with a local partner.
“The CustomerGauge platform is a very powerful tool for businesses to uncover feedback and access raw data about their customers, but it is still advantageous to work with forward-thinking customer experience experts to fully realize the potential of the platform,” said Adam Dorrell, CEO, Directness. “We are very impressed by Falcon Consulting’s strategic thinking, not to mention results, which makes them the right partner for us as we look to grow in the Canadian market.”
“I was immediately attracted to the CustomerGauge platform because of its user experience – everything from the interface, graphics and functionality are extremely well built and designed,” said Michel Falcon, Principal of Falcon Consulting. “By having the CustomerGauge software as a tool, my clients will be able to scale the way that they collect customer feedback, review what is being said, make strategic decisions which will grow their business.”
Full press release: CustomerGauge and Falcon Consulting Group take flight in Canada
CustomerGauge User Event, Amsterdam, 16 October 2012
On Tuesday 16 October the annual CustomerGauge User Event will be held in central Amsterdam, Netherlands. We are looking forward to welcoming all CustomerGauge users to a packed one-day event – it should prove to be excellent opportunity for clients to hear the latest news on the CustomerGauge platform, hear about success stories from around the world and meet other CustomerGauge users.
The exclusive one-day event will feature:
- Expert user presentations from long standing CustomerGauge users
- Enhanced Net Promoter® Score understanding – with tips on changing your company culture
- Latest developments on the CustomerGauge platform
- Best practice sharing
- One-on-one interaction with industry peers
UPDATE 02 October:
Agenda will include keynote speakers from Kuoni, Tommy Hilfiger and Simcorp. More than 40 attendees confirmed from companies including Philips, Electrolux, HP, Vistaprint, Worldpay, Nilfisk and others. Plus new CustomerGauge features to be exclusive revealed!
Location: Hilton Doubletree, Central Amsterdam, Netherlands (map)
Time: 10:00 am to 17:00 pm followed by cocktails
The cost to attend the event is EUR 95 (+ tax) per delegate, with travel and accommodation cost will be borne by the Participant. Space is limited.
We hope you can join us – CustomerGauge team
More details on request: info@customergauge.com
CustomerGauge User Event, Amsterdam, 2 November 2011
On Wednesday 2 November the 2011 CustomerGauge User Event will be held in central Amsterdam, Netherlands. We are looking forward to welcoming all CustomerGauge users to a packed one-day event – it should prove to be excellent opportunity for clients to hear the latest news on the CustomerGauge platform, hear about success stories from around the world and meet other CustomerGauge users.
The exclusive one-day event will feature:
- Expert user presentations from long standing CustomerGauge users
- Enhanced Net Promoter® Score understanding – with tips on changing your company culture
- Latest developments on the CustomerGauge platform
- Best practice sharing
- One-on-one interaction with industry peers
Location: NH Grand Hotel Krasnapolsky, Central Amsterdam, Netherlands (map)
Time: 10:00 am to 17:00 pm followed by cocktails
The cost to attend the event is EUR 95 (+ tax) per delegate, with travel and accommodation cost will be borne by the Participant. Space is limited so we request you to register by 14th October 2011.
We hope you can join us – CustomerGauge team
PS CustomerGauge partners can also join for the morning plenary sessions, and benefit from afternoon breakout sessions. More details on request: info@customergauge.com
Be a better Consultant, not a Spreadsheet Monkey.
Partner View:
Robert Kerner, Head of Business Development, runs the Partner Program for CustomerGauge.
Former consultant, data guru, ex-fighter pilot, cruncher of numbers.
Enthusiastic Amateur...
Given today’s lean economic times the need to make the right investment in technology tools for your company is critical. In the last few years, the challenge has been “Can we do this task better/cheaper by using people or software?”
In the case of Net Promoter® Score surveying and reporting the debate is the same. Companies can certainly choose from a vast array of inexpensive survey tools, coupled with mass e-mail systems and MS Excel for the calculations, analytics and graphing. The problem with this solution is that it requires extensive man-hours to customize, execute and report usually leaving little time for the actual analysis. From an unscientific straw poll I did, we believe it’s around 1.5 to 2 days a month to pull together data, graph and present it in a meaningful way to clients. That’s a lot of Excel and Powerpoint time, and a real cost – it’s eating into valuable billable consulting time.
Wonka-istas vs. Inclusionists: Finding the Golden Tickets
I guess with Easter around the corner, I have chocolate on the brain, and I was reminded of how one of the World’s most famous chocolate makers carried out his research. I refer of course to Mr Willy Wonka, and his rather unique model “Golden Ticket” model of customer research (and succession planning). For those not familiar, the premise is that the lucky individuals that find one of the five golden tickets hidden amongst millions of chocolate bars will get a special tour of the famous factory.
My experience in the business improvement area (whether as employee or an outside consultant) has been a continual search for a “Golden Ticket”, a lucky “Ah Ha” moment where one realizes one has found the root cause of the problem. Once found, we set about fixing the issues, testing to see if it is getting better, sign it off and look for the next issue to solve – a simple procedure, a sort of “Process Improvement 101”.
The real question is “How do we find that most important issues to fix?” in the first place. Well, you ask people, do in-depth research on a few select customers, do some focus groups, ask lots of questions, but of financial or logistic necessity, to just a few individuals. This is a “Wonka-ista” method of hoping the best people get the Golden Tickets and give you the right information, probably once a year. In Wonka’s case, he was relaxed enough to do it just once in his lifetime.
