We spend significant time at our work or think about work-related issues. Outside of work, amongst other topics, we spend time on product-related issues like food, transport, health, beauty, electronics, pets and recreation.
Whether a person is an employee or the main purchaser in a household, a customer focus lies at the core of ePsy Consultancy. The project focus may be on either employees, consumers, or both. We talk about the latter as the employee-consumer link.
Loyal employees in the right jobs help grow key customer relationships, which ultimately produce better financial performance. WalkerInformation Inc. reports that Sears found in a recent study that a 5% increase in employee satisfaction led to a 1.3% increase in customer satisfaction, which increased same-store revenue by 0.5%. In the retail world a half percent makes a huge difference to the bottom line.
Businesses can be characterized according to the strength of their employee-consumer links.
More data about customers are available than what many businesses deal with meaningfully. More importantly, it is not only about getting the most data, but also getting the most from the data you gather about your customers. Also, spending time to improve the quality of data will generate a good return on investment.
Top businesses understand the importance of expanding their knowledge about their customers. Business leaders realize that by being sophisticated in their knowledge of human behaviour, they can optimize business performance, corporate revenue and ROI, while increasing the satisfaction and loyalty of their customers.
Patterns into profit
The study of human behaviour lies at the heart of what ePsy does best: Understanding what makes large groups of people act in certain ways, and turning these patterns into profitability for businesses. Researching what lies behind human performance lies at the core of our services.
By being customer focused, ePsy marries data knowledge with intelligence, leading to higher levels of insight and implementation. We let strategy and differentiation take the lead over technology. We use technology to define points of difference once we understand how it fits into the business process.