If you have a project with a goal or objective similar to one of these, please call us at (619) 516-2864 to discuss.
"How do we help more of our clients meet their career objectives? How can we use government programs to assist them further?"
For the Stanislaus County Workforce Investment Board.
StiehlWorks helped the Stanislaus WIB develop a
Voice of the Customer for its clients and the local employers.
The team developed predictive internal metrics to measure
their success and completed a House of Quality. The efforts paid off
in improved performance and tracking of success.
“How can we develop predictive internal metrics of success?”
For a worldwide client
For this client, StiehlWorks taught them how to develop and implement metrics that predict success with their customers - often using known information that is being overlooked by their competitors. The concepts of Moneyball! have been studied and related to their business. StiehlWorks discovered that their were some aspects of their business that were being ignored by their competition. StiehlWorks kept the client focused on how these ignored attributes and metrics can lead to new opportunities for our client. The result was a vastly improved customer service organization, as the products were competitive with the competition, but the competitors did not have great customer service.
"Beyond finding a cure for our disease, what else do our donors and volunteers want? How can we attract more of them?"
For a worldwide charity
StiehlWorks conducted "Voice of the Donor" research for this charity, exploring all of the wants and needs of the donors for research updates, recognition and many other aspects that would encourage them to continue to donate or increase their donations. The pains of having to deal with the bureaucracy of the charity were also readily apparent, along with the politics and jealousies of different parts of the organization. Strategies for dealing with these issues were developed by staff in order to promote donations and provide clarity on the desires of the donors. Similarly, the concerns and pains of the volunteers were uncovered, along with strategies for making the volunteers feel encouraged and appreciated.
“How can we increase attendance at our association events, get more subscriptions to our studies, and attract more prospects while preventing defections?”
For a national association
This client was losing members and failing to attract new ones. The members that they kept were spending less money on the association's subscription products. We began by conducting an extensive "Voice of the Member" study to determine the key wants needs and pains that their members had. We then surveyed the membership as to how well those needs were being met. The results led to new subscription products and new pricing on others, as well as new strategies to promote attendance at events. The result was doubling the membership over the next few years, more subscriptions to their internal products (resulting in lower cost per member) and greater attendance at events. Currently, we are executing "Voice of the Prospect" and "Why did you leave?" studies for this organization.
“How can we design the best new product?”
For a worldwide client
This client is in a very competitive field. They need to release new product designs, but want to achieve the maximum “bang for the buck” with their limited staff and funds for new product development. They have decided to proceed with a Market Definition project, followed by developing the “Voice of the Customer” and building a House of Quality for their new product offering. This approach will ensure that they understand their competitive opportunities (from Competitive Intelligence and Segmentation studies), as well as customer wants and needs, before beginning to design the new product or products. This will maximize their chances of success.
“How can we improve our customer relationships?”
For a worldwide client
This client has experienced lowering or stagnant customer satisfaction scores with some of their processes. They have decided to study the “Voice of the Customer” to help show them the best ways to improve their processes. Interviews are being conducted worldwide to determine what process elements are working and which need improvement, as well as to test potential solutions. Templates are being developed for conducting this type of research on a continuous basis and measuring its success.
“How do we expand our markets?”
For a western client
This client is developing a strategic plan for the business. StiehlWorks is helping to define markets and develop leads for their products. The project includes all aspects of market definition, marketing and market research, from lead generation and qualification to sales closure.