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If you don’t look after your customers… your competitors will.

Our trusted process extracts strategic customer value to assist companies understand where they do not meet their customer expectations and where to improve.

Customer Relationship Auditing creates insights that help strategic Customer Experience Management. This helps companies Increase Revenue, Reduce Costs, and Increase Customer Loyalty.

Customer Relationship Auditing. Experts at Customer experience management Customer Experience Management (CEM)  is pivotal to your company’s revenue and growth.  Customer retention is the strategic theme of companies worldwide.

Many organisations assume that customers are only the sales and marketing teams responsibility, when in fact it is EVERYONE’S responsibility. Every department impacts what a customer thinks of you, either directly or indirectly. Your customers’ attitude to you is pivotal to your company’s revenue and growth.

Do you know who your happy and unhappy customers are? In our experience most of our clients are surprised by our findings saving them customers critical to their well-being. 

Happy customers are loyal, they ignore your competitors and singing your praises. They spend up to 60% more with you, give you 25% more positive reviews in social media, and increase referral business by 250%. They do not complain as much, making your staff happier (increasing staff retention) reducing your costs to service those customers.

(Source Parasuraman, Zeithaml & Berry)

Unhappy customers clog your call centre and pester your account managers with complaints, increasing your service costs and reducing your efficiency. They are also the first to defect to the competition reducing your revenue. 

Your staff turnover will more than likely increase, as nobody likes constantly dealing with angry customers. Unhappy customers will actively tarnish your brand name, your reputation, and drive up your new customer acquisition costs.

 

We specialize in:

  • Positioning Customer Experience Management (CEM) – as a Strategic Theme + Business Imperative.
  • Developing Customer Experience Management Programs and processes
  • Consulting on CEM existing programs and strategic alignment
  • Customer Relationship Audits
  • Customer Experience data analytics workshop facilitation
  • Surveys design, development, data analysis + management
  • Response analyses + outcomes process improvement design
  • Designing customer journey maps
  • Presenting customer focused solutions
  • Feasible action plans allocating responsibilities to departments
  • Monitoring results to position improvement for return on investment + customer retention

 

A satisfied customer is good news:

  • 72% of consumers will share a positive experience with 6 or more people
  • 86% of consumers are willing to pay more for an upgraded experience
  • 10-15% increase in revenue from happy customers
  • 15-20% reduction in costs to service customers

 

Consider the implications of bad service:

  • 1 out of 26 unhappy customers complain bringing your brand down
  • 91% of unhappy customers who are non-complainers simply leave
  • 67% of consumers cite bad experiences as reason for churn
  • 66% of consumers who switched brands did so because of poor service
  • 85% of customer churn due to poor service was preventable

Contact us to find out how we can help you maximize your bottom line through maximizing customer experiences.

(Source Parasuraman, Zeithaml & Berry)