This collaboration empowers companies to build and sustain a customer-centric culture.
QuestionPro, a global provider of online survey and research services, and MarketCulture, a provider of employee and customer engagement tools and analytics, announced a strategic partnership.
This collaboration empowers companies to build and sustain a customer-centric culture, a crucial driver of customer satisfaction, loyalty, and business growth.
This partnership integrates MarketCulture’s proven MRI Benchmark methodology with QuestionPro’s robust employee engagement platform. This synergy provides a seamless solution for organisations to gather, analyse, and act on employee feedback, uncovering blind spots that hinder growth and performance.
This integrated approach empowers businesses to leverage employee insights, facilitate problem-solving, and ultimately enhance customer satisfaction and loyalty.
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“This partnership represents a significant leap forward in aligning employee engagement with customer satisfaction – the vital missing link,” said Vivek Bhaskaran, CEO of QuestionPro.
“Together with MarketCulture, we are empowering organisations to create a positive feedback loop that benefits both employees and their customers, driving sustainable growth.”
MarketCulture’s MRI Benchmark offers a comprehensive and continuous assessment solution for collecting feedback from employees to identifying areas for improvement, and driving business success with a focus on customer-centricity. Validated and used by companies globally, including industry leaders like Toyota, Deutsche Telekom, Telstra, Vodafone, Abbott, Wright Medical Group, and Westpac, the MRI Benchmark has a proven track record of increasing growth, business performance and profitability.
Key Benefits of the Integrated Solution:
- Benchmark Against the World’s Best: Allows precise insights into an organisation’s strengths and weaknesses to enable targeted improvements.
- Employee-Driven Customer Insights: Facilitates the collection of actionable employee feedback on improving customer interactions, fostering a culture of collaboration between internal teams and customer-facing operations.
- Enhanced Customer Experience (CX): Empowers engaged employees to contribute innovative ideas that directly impact customer satisfaction, leading to a more personalised and effective service experience.
- Data-Driven Decision Making: Enables leaders to make informed decisions by gaining feedback directly from employees to identify strategic improvements that will reduce risk and drive growth.
- Continuous Improvement Loop: Fosters a feedback-driven environment where employees play a central role in designing better processes, products, and services for customers.
“We have demonstrated that employees are the key to unlocking exceptional customer experiences through a strengthened corporate culture,” said Sean Crichton-Browne of MarketCulture.
“By integrating their voices into the CX strategy, businesses can achieve unprecedented growth and higher levels of customer satisfaction and loyalty.”
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