Development II’s Executive Interview Program provides customer cooperation rates exceeding 70%. The process entices participation from key personnel in the decision making hierarchy. It is a high-touch program customized to our clients’ research needs and the response situation that is most appropriate to the customers’ position, geographic or time constraints. It achieves the goals of the program but also leaves customers with the experience of an “executive level” interaction rather than “just another survey”.
What can you expect from Executive Interviews?
Part of the incentive to participate in the Executive Interview Program is our clients’ commitment to its customers that the Account Manager will get back with the participants to discuss the results of the survey. This leverages the Executive Interview into a “Relationship Process” which is conducted for three important reasons.
The first is to demonstrate to our clients’ customers that the company is at the leading edge of identifying and satisfying customer requirements. The second is that this mature method of eliciting customer needs can be a sales opportunity for our clients’ Account Managers by involving the customer in a dialog supported by the results of the interviews. The third reason is that sharing the results of the survey involves customers in the relationship building process and a more loyal customer base is subsequently created.
Another benefit of a flexible, customer-focused Executive Interview Program is that respondents will often reveal situations that are problems for them as your customers. We work with you to establish a problem threshold and a process of advising a designated internal contact, typically the Account Manager, of the problem situation shortly after the completion of the interview. In shorthand, this is called a “Hotline”.