Services We Provide

No two companies are alike. Because of this, Walker has no real off-the-shelf solutions. Instead we tailor solutions to drive results, provide strategic guidance, and offer a wide range of services, technology tools, and innovations designed to help companies earn more from their customer relationships. We take the time to learn your business, comprehend your marketplace, and understand your objectives.

Voice of the customer strategies

With a 70-year history and decades of experience developing the most reliable approaches to measuring customer satisfaction and loyalty, it is no wonder that we are sought after by market leading corporations. Our framework for customer listening includes six key elements for developing and implementing customer strategies that drive results.

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Customer growth strategies for business

Most organizations interested in providing improved customer strategies are really looking for something more – growth. Walker’s consulting helps companies grow by earning more from current and prospective customers. Our work is based on five key strategies companies can implement to grow – retain more customers, increase cross selling, grow market share, and expand your market.

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Customer growth strategies for private equity firms

Walker's unique services are designed to help private equity firms leverage the most important asset being acquired—the customer base. With substantial evidence that customer-focused companies perform better and demand higher valuations, companies leverage our proven methods to create shareholder value. Starting with due diligence, Walker identifies the revenue risks and opportunities inherent in that asset. During your ownership, we deliver account-by-account action plans to accelerate EBITDA growth. The goal? Increase the returns from your portfolio companies.

Learn more about our growth strategies for private equity firms

Employee loyalty and retention

There is a clear link between employee loyalty and customer loyalty. That’s why for years we have been providing a portfolio of services to measure employee loyalty, understand what is most important to employees, and determine the actions best designed to improve the engagement of the workforce.

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Walker's Collection of Services

We are constantly aware of the obstacles that stand in the way of customer success. Today's organizations are extremely complex, which makes it difficult to develop the people, systems, and strategies to make it all work.

To help our clients overcome every obstacle, Walker offers a comprehensive collection of services to ensure that the voice of the customer is an effective strategy for business performance.

Customer strategy assessments

We help companies by providing an objective, expert perspective for their existing customer programs which focuses on six key areas of competence.

Customer strategy roadmaps

We collaborate with clients to develop one, two, or three-year roadmaps to transform organizations into successful, customer focused companies.

Gathering customer feedback and insights

Walker designs and implements programs to gather the right insight and deliver them to the right stakeholder in manner that prompts action. Survey design, data collection, analysis, reporting – Walker offers a complete spectrum of services.

Management of customer information

Walker's attention to quality and detail is evident with every program as we manage every detail with the highest level of quality, security, and privacy. Experienced and well-trained professionals handle the details so that our clients can focus on results.

Facilitation, training, and coaching

Too often, companies do a decent job of gathering customer insights, but do not put them to use. Walker is experienced in helping organizations build the right teams of customer advocates to administer strategic programs. What's more, we train and coach management teams, sales teams and many others to help them make the most of the insights of their customers.

Communication and action planning

Employees need to aware of customer strategies, understand their role, and believe in the strategy before action will ever take place. Walker collaborates with clients to develop communication and action plans to help employees make better business decisions and drive better results.

Validation, financial impact measurement

We're determined to see our clients improve business performance based on the services we provide. With this attitude, it is no surprise that we have developed a series of methods and tools to validate return on investment and measure the financial impact of a company's customer initiatives.

Research services

Walker's historic roots are in research. With this background we are tireless in developing and validating methods and models that lead to business success. We have a team of experienced marketing scientists that deploy a long list of analytical techniques aimed at helping our clients create the right strategies for their business.

Research division – Walker also owns and operates a research division with offices based in Indianapolis and Toronto. To learn more about our traditional market research services, click here.

Explore our solutions


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