PCG SERVICES
NET IMPRESSION PROCESS
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Customer Net Impression |
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Employee Net Impression |
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Service Delivery Channel Allocation |
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Net Impression Process |
Pacific Consulting Group's Net Impression® process is made up of three interrelated components: Net Impression® Assessment, Net Impression® Leverage, and Net Impression® Innovation. These can be delivered together as a complete system or separately depending upon your needs.
Net Impression® Assessment
Capturing actionable customer or employee insights
We use qualitative research (focus groups, one-on-one interviews, and/or internal employee or executive interviews) to gain a complete understanding of what your customers and employees care about. We organize the findings from this qualitative research into a concise customer/employee scorecard. The scorecard serves as the foundation for a quantitative survey of your customers/employees. Read more about Net Impression® Assessment.
Net Impression® Leverage
Analyzing and prioritizing the most important improvement targets from the customers' or employees' perspective
PCG administers surveys (either customer or employee) and then we use our proprietary leverage analysis to prioritize your improvement efforts. The result, Net Impression® Leverage, is an easy-to-understand rank ordered list of areas to work on in order to have the greatest improvement in overall customer or employee satisfaction. Read more about Net Impression® Leverage.
Net Impression® Innovation
Identifying and implementing changes that improve the customer or employee experience and business results
PCG develops innovations that change the customer or employee experience and improve business results. Using our proven Net Impression® Innovation process, PCG partners with you to identify and implement high payoff improvements and develop concrete action plans with ambitious timelines. Read more about Net Impression® Innovation.