Our World of Expertise

Customer Loyalty Programs/Net Promoter^®

Build a Customer-Centric Organization to Attract New Customers, Drive Up Retention and Repurchase
It’s true: what you do—and do not do—with customer relationships impacts your ability to sustain top-line growth, execute consistently on strategy and resolve loyalty and retention issues. In the current global economy, you need real-time knowledge and actionable insights as to why customers buy, why they repurchase, and how they make buying decisions. Net Promoter promises much, and—if done right— delivers. Quite simply, Net Promoter is a business discipline that delivers increased profitability and growth by ensuring that customer insight informs and drives a company's decision-making process. We'll work with you to design and deploy the organizational processes to enable you to continuously monitor your Net Promoter Score (NPS), identify the drivers that affect it, and convert those insights into actions to drive up customer advocacy and loyalty. We'll get you on the right path by helping you build strategic, actionable, customer-feedback-focused programs that take you beyond the typical satisfaction and loyalty surveys. The Phelon Group Net Promoter best practices will give you the tools and insights you need to drive retention, repurchase, referencability — the key levers of revenue growth.

Strategic Customer Programs

Transform the Perception of Your Customer Programs into that of Indispensable Partner
As the leader of a customer program—be it customer council, executive sponsor program, or an advisory board—your goal is to affect and demonstrate impact on things that matter to the CEO—growth, the execution of strategy, loyalty and retention. The Phelon Group’s Strategic Customer Programs practice helps you do just that, and in ways that will transform the perception of your program from delivery unit or cost center to indispensable success partner.  Using our Blueprint for integrating customer programs into your company, we help you build and grow your program, in which customers talk passionately about their relationship with your company, executives and colleagues depend upon your work, and quantifiable measures of your achievements mark every corner of the organization.

Evidence-based Marketing & Sales

Engage More Prospects, Close More Deals More Quickly—Break Through Sales Barriers
The adage is true: customers love to buy but they hate to be sold—especially in today’s saturated environments; which is precisely why evidence-based marketing and selling is critical. By studying your buyers—how they make decisions, whom they trust and why, what they need to influence higher levels—we help you build an evidence-based case that facilitates a prospect’s buying process. And by equipping your reps with tangible facts and evidence about how customers actually use and experience results from your solutions, we help you facilitate their job of closing more deals, more quickly.

CRM Strategy and Customer Experience Design

Force an Enterprise Approach to Building One-to-One Customer Relationships
Companies who know their customers, and deliver on their needs, survive and thrive. We help our clients document and optimize the current experience across all channels and touchpoints. We employ advanced business analytics to segment your best customers and incorporate voice-of-customer data to uncover their expressed and unexpressed needs. With these inputs, we help you create innovative products, services, brand experiences, and one-to-one loyalty strategies that meet the needs of your best customers.