Client Case Study —Results Driven Consulting California State Automotive Association: Getting Customer Measurement Right The Challenge: Northern California’s largest auto/travel/insurance membership organization wanted to improve their customer measurement system to ensure the Voice of the Customer was heard at every level of the company. The Solution: An SPCI consulting team mapped their cross-channel customer experience to identify key touchpoints and measures. With a clear view of the customer experience, the team: Conducted interviews as well as a Voice of the Customer Maturity Assessment to identity strengths and opportunities of their current customer listening program Re-designed their Voice of the Customer Architecture to provide a powerful, yet

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