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Honesty, integrity and strong ethics have been
The Voice of Your
Customers’
“calling card” since our inception in 2005. Through her
professional and community involvement, President Crystal L.
Kendrick, clearly and consistently demonstrates these principles.
We are deeply committed to our clients and every action we take on
behalf of our clients is squarely focused on their success and
prosperity. We approach all business from a long-term perspective,
seeking to build mutually beneficial, synergistic relationships,
and we understand that without the continued success of our
clients, our business would fail. We live by the Golden Rule,
treating each client as we want to be treated, and demand the same
from our strategic partners and contractors, which is not only the
right thing to do morally and ethically, it is imperative to our
long term success. We are honored that our clients have said:
“Ms. Kendrick is highly motivated
and committed to helping underserved populations. She is
committed to learning about their needs and
will help agencies, through
her recommendations, to improving the population’s health in any
manner the agency is seeking to do so.”
Tracy Clopton, Ohio Department of Health
Our business started as a secret shopping company focusing on the
needs of many locally owned restaurants and retail outlets.
Unfortunately, in the customer service industry, there are several
dubious practices that are frequently used to woo retailers and
eager secret shoppers to simply increase revenues. When
conducting mystery observations, we partner with our clients to
create customized observation programs using training
documentation, leadership objectives and the laws of human
behavior. In addition, we employ a diverse team of Mystery
Shopping Provider Association (MSPA) certified shoppers with
extensive Sales, Marketing and Consumer Behavior experiences.
Imagine how pleased we were to hear:
“Immediately we noticed a difference in sales.” Mark
Cross, Deon’s Restaurant
“The Voice of Your Customer gave us a bird’s-eye view of how
employees were interacting with the customer. She gave us a
different way of
looking at things and a
fresh set of eyes so I could see what we needed to improve on.”
Sidney Warren, TCBY/Mrs. Fields
When marketing a product or service, many firms simply complete
media buys on behalf of their clients, only taking responsibility
for the placement of paid advertising. Using market research,
media buys, traditional public relations strategies, networking
and purchasing synergies, we implement meaningful social marketing
campaigns and take ownership of the success of the program. We
measure our success using objectives designed to increase
awareness and activity, ultimately resulting in a change consumer
behavior. We were thrilled when we were told:
“The Voice of Your Customer used a grass roots approach to
market the loan program including a direct mail campaign, email
blast, media
buys and speaking engagements. We are very pleased with the
results.” Pat Hanrahan, Hamilton County
“Crystal is very creative and incredibly resourceful.”
John Harmon, Market Direct.
When conducting survey research, we strictly adhere to the
guidelines of the National Research Act, The Belmont Report and
the Common Rule by ensuring that all internal review board
procedures, confidentiality agreements and consent forms are
completed and properly reported. When working with niche and
underserved populations, we routinely contract social service
providers, subject matter experts and interpreters to ensure that
the survey research process is mutually beneficial to the grantor
and the participants. We were pleased when our project team
participants said:
“I was thrilled when The Voice of Your Customer asked me to
participate as the project assistant in the Tobacco Research
Project targeting
African American males in poverty. Their approach to
communicating with underserved populations is one of respect,
understanding and
integrity. Upon completion of each session, The Voice of
Your Customer offered financial compensation, a catered meal and
information
regarding local public health services to each of the
participants.” M. Kandi Staples, MSW
“When selecting a videographer to complete the African American
Male Tobacco Research Project, The Voice of Your Customer was very
interested in our experiences
interacting with and recording the sentiments of persons in
poverty. She ensured that each member of the
project team offered respect and
understanding of the healthcare needs and socio-economic statuses
of the participants.”
Fred Williams, FDS Video
Productions.
The principles of honesty, integrity and ethics are particularly
important for an emerging and certified minority owned marketing
firm. As a result, we adamantly avoid such disreputable business
practices as falsifying the scope of our capabilities and
accepting opportunities that are outside of our core
competencies. We have a very clear understanding and appreciation
of our organizational strengths, areas of expertise and how we can
best serve a variety of organizations. Unfortunately, there
really are firms that offer false hopes to clients usually
resulting in increased costs and an extended timeline to
completion. We know when our business model is most effective and
work with clients of all sizes to identify organizational and
philanthropic opportunities to engage target audiences, exceed
customer expectations and meet economic inclusion objectives. At
times, our approach requires us to decline customer requests,
ultimately lead to long term prosperity. We received this comment
in gratitude:
"As a start up business, we solicited marketing support from
The Voice of Your Customer. We were told that marketing small
businesses
was not their core competency;
however, Crystal was very interested in contracting our services
and would be willing to mentor our business
to success. Today, our
business is thriving and The Voice of Your Customer is one of our
premiere clients.”
Monai R. Smith, EVOM Administrative Services.
Another misleading business practice is to have senior consultants
sell a project based on their experience and skills but use junior
level or novice associates to perform the actual work, which often
leads to unmet customer expectations and difficulty in
communicating with “someone who can make a decision.” At this
point, the client usually has little recourse because of their
existing investment in the project. As a smaller company, our
President, Crystal Kendrick, is personally involved in every
project in order to ensure that we provide quality work, on time
and within budget. As quoted by one of our clients:
“We are very pleased with the quality of work offered by The Voice
of Your Customer and look forward to the opportunity to work
together to
complete future projects.”
Pat Hanrahan, Hamilton County
As a consulting firm in business for less than five years,
The Voice of Your Customer
must maintain a very strong position regarding ethics and
integrity. We routinely acquire new business by “word of
mouth” marketing. We realize that the honesty, ethics and
integrity of our policies, employees and subcontractors are of
critical importance to the profitability and sustainability of our
business.
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