Established research service quality program focuses on measuring and integrating the
“Voice of the Customer” into strategic marketing planning and delivery.
Marketmatch Expands Services, Adds “Voice Of Customer”
New Strategic Research Service Combines Industry Leading Process with Marketing Expertise
Dayton, OH, December 3, 2007 – MarketMatch, the nation’s only integrated financial marketing solutions company for small-to mid-sized financial institutions, announced today a new service, Service2Experience. This service quality program focuses on measuring and integrating the “Voice of the Customer” into strategic marketing planning and delivery.
Service2Experience is an end-to-end customer research process that combines traditional brand research, customer-completed mystery shopping, transactional customer surveys and tailored service training. “The key to listening to ‘the voice of the customer’ is not only in knowing what to ask, but also being able to integrate the information into the entire bank to enhance customer service delivery and staff effectiveness,” stated Bruce Clapp, President of MarketMatch. “Ensuring the brand promise is delivered is a critical element to effective marketing and Service2Experience delivers it directly from the customer’s perspective.”
The Service2Experience process has been proven in the financial services field for more than 15 years and is the result of constant evaluation and enhancement. The process is unique in its use of hand-picked and trained customers for ongoing mystery shopping and subsequently integrating customer service training and mentoring programs designed to maximize the program’s impact to the bank’s bottom line. The true “voice of the customer” process increases the focus of the staff and management on issues that are clearly important to the ultimate stakeholder … the customer.
Service2Experience is a key component of the Customer Leadership Marketing™ process and supports the MarketMatch ROI Guarantee and Learn2Keep Rebate. The program is available as a complete, end-to-end service or as “a la carte” components to compliment other strategic marketing and operational elements of the bank.
• Experience assessment and planning
• Brand promise research
• Service quality research
• Customer-completed mystery shopping
• Accountability and mentoring programs
• Staff development and training
MarketMatch provides insightful perspective to clients through a proven approach to solving a bank's unique business challenges. Helping banks strategic areas that will provide the greatest momentum and achieve measurable With more than 75 combined years of banking and marketing experience, MarketMatch team integrates market research, product and service development, deployment and measurement into proven strategies that grow financial Whether organizations have dedicated marketing staff or require ongoing, MarketMatch provides the people, processes and perspective to help banks learn more, call 866.501.2233 or visit online at www.marketmatch.com.
- FOR IMMEDIATE RELEASE Contact:
- Bruce A. Clapp