After 23 years in business and making hundreds of presentations to senior executives, I know what gets their attention: benchmarking data. I have seen CEO's, COO's and CFO's perk up, put away their Blackberry's, Wii's, iPhones, stop downloading new apps and pay attention to benchmarking data. Why? Because measuring your department's performance in a vacuum does not place your key quality metrics into any context. And, without framing your numbers, the picture you provide to senior management does not get them enthusiastic about all of your teams' efforts.

That's why TCFCR created its Benchmarking Insights Division earlier this year. Clients want comparative data and more benchmarking opportunities against other companies within their industry group and versus other geographic segments within their own corporate walls.

Last year, one of the major Food & Beverage companies asked TCFCR to expand their "Connecting to the Americas Benchmarking Study" to include their UK and Australia markets. "TCFCR helps us stay in touch with the ever-changing consumer expectations and has introduced us to a process that allows for consistently gathered, measured and evaluated information outside North America."

This year, TCFCR is offering three Benchmarking studies; Consumer Satisfaction & Loyalty, Associate Connection & Communication and Social Media. The last enrollment date for the Consumer Satisfaction & Loyalty Study is March 31st. Participating companies can submit consumer names for US only or for any global segment they wish to measure and benchmark.

Don't miss out on this highly affordable and effective way to get the attention of your senior executives and to use Benchmarking Insights as a way to further demonstrate and document the excellent job you do every day. I can promise you that your senior management will give you their 100 percent-undivided attention.  

TCFCR is offering three Benchmarking Insights Studies in 2011. These studies offer a myriad of benefits and will provide your company with the information they require to remain a leader in their industry. Contact us with questions or to enroll today!   

Consumer Satisfaction / Loyalty Benchmarking Study   

March 10-May 25   

Determine the ability of your company and contact center to meet customer expectations; the value your customers place on the fulfillment; and the ultimate impact of the customer-company experience on customer satisfaction, retention and loyalty....[read more]      

Contact Center Communications & Connections Study   

June 1-August 25   

Determine the level of connection between your contact center representatives and your brand - are they proud of your products and your company; are they brand-advocates; do they use your products themselves? Ascertain their views on the training and direction you provide them and the value and effectiveness of intra- and interdepartmental communication...[read more]

Social Media Benchmarking Study   

August 1-October 26   

Determine how the social media policies and practices of your company and contact center match with consumer expectations and behaviors. Learn what percent of your customers use social media and their demographics, as well whether that group is growing...[read more]