Customer Experience Assessments

ABOUT

MISSED OPPORTUNITIES ARE AVOIDABLE

Major technology vendors invest tens of millions of dollars in driving sales through reseller channels. While they have a raft of support, enablement, and incentive programs to help resellers succeed, they generally lack insight into the risk of revenue leakage caused by a poor buying experience.

When the experience is disappointing, each constituent in the value chain loses out.

The potential customer fails to receive the anticipated value they seek, or at best, a delay while searching for alternatives.

The reseller loses potentially profitable sales, and the vendor is not only denied revenue but may be associated with the poor experience, suffering damage to their reputation.

While vendors continue to invest heavily in their partner recruitment and support programs, they miss out on opportunities to differentiate their programs by failing to appreciate the critical importance of the buying experience, from the initial search to purchase and consumption. Every report benchmarked against +700 conducted globally.

I found the Secret Shopper very useful, informative and filled with great ideas for my partners, thank you!

Csaba FülöpPartner Development Manager –– Microsoft

This was a great project. And the Customer Experience Assessment title is certainly correct. The person who handled most of the incoming communications from the Customer Experience research never noticed anything unusual!

Emile StamMarketing and Communications Manager –– Openline

Many thanks again for your delivery of the Secret Shopper results this morning, the results far exceed our expectations and we have already communicated this out to the various departments, who have contributed so well.

Ian BeckwithHead of Microsoft Strategic Relationships –– GIACOM

I just sat through my first Secret Shopper call, and I must admit that we (myself and the partner) were thoroughly impressed. The Alinea Partners team does a great job of delivering tough feedback, and there was a ton of great feedback & insight that I will leverage with other partners. Highly recommend doing this, if you haven’t.

Jace MorenoSenior Product Marketing Manager –– Microsoft

Alinea Partners’ external perspective, combined with their expertise, very strong methodology, and approach, helped us discover blind spots (within our demand generation process) that we can eliminate and prevent in the future. We have a plan for this journey and see our organization is heading in the right direction.

Justin TurnerMarketing Director –– Motorola Solutions

The Alinea Partners team is doing a great job and are decent people. They are heavily focused on customer journeys and improving satisfaction so I know that their findings are solid.

Per WerngrenCEO –– Indext

How to tell your sales team they‘ve been secret shopped?

BENEFITS

AT THE COMPLETION OF THIS PROGRAM, THE PARTICIPANTS WILL BE ABLE TO

WHEN THE COMPANY DO THE CUSTOMER EXPERIENCE ASSESSMENT

When offers are in the market, but not generating revenue quotas
When new CEOs, Sales, Offer or Marketing leads to join the company and want a 90-day plan
Prior to a new product launch
Before investing in demand generation programs
Before merger or acquisition
Before and after website improvements
When they are obsessed with offering the best Customer Experience (CX)
In combination with Customer Journey Maps, customer or partner satisfaction surveys, and Net Promoter Scores.