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, commitments and improvements – bench marked against other companies offering the same service.
Customer Relationship Auditing (CRA) fuels the insights for strategic Customer Experience Management – for intervention design – to deliver Increased Revenue, Cost reduction and P+L.
Customer experience management (CEM) is pivotal to your company’s revenue and growth. If Customer retention is not a Strategic theme of the leadership team and all employees, start immediately. Many organisations assume that customers are part of the sales and marketing teams responsibility only, when in fact EVERYONE is beholden to the customer and what he thinks of you, your service and your offering. Your customers attitude to you is pivotal to your company’s revenue and growth.
The rippling effect of poor customer management impacts an organisation without warning – a deliberate and executed CRM program or at a minimum CRA process, is critical to understanding the state of customer relationships, real time. The opposite is also true which is where our process targets, how to maintain good customer relationships across all facets of the business and departments to ensure customer longevity and sustainable revenue.
Happy customers are loyal, cutting out 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 your referral business by 250%. They do not complain as much, making your staff happier (increasing staff retention) and 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- and these are the happy-unhappy customers. The customers that have requested improvements in customer service which have fallen on deaf ears, actively, resentfully and gleefully decrease spend with your company and increase spend with your competitors.
Your staff turnover will more than likely increase, as nobody likes dealing with angry customers constantly. Unhappy customers will actively tarnish your brand name, your reputation and drive up your new customer acquisition costs.Wonder why marketing efforts are disappearing into an abyss of no return?
How do you ensure customer retention?
- Positioning CEM(Customer experience management) as a strategic theme
- Position CEM as a company business imperative, without it, you don’t heave a business
- Ensure strategy execution deliverables are aligned to CEM measurements
- Considering that CEM is now a strategic theme, cross departmental and divisional strategies should have an integrated dashboard where CRA (customer relationship auditing) outcomes are shared and dealt with targeted intervention design that yield results.
- Consistent Customer Relationship Audits + outcomes training
We specialize in:
- Positioning Customer Experience Management (CEM) – as a Strategic Theme + Business imperative at executive level
- Developing Customer Experience Management Programs + processes
- Consulting on CEM existing programs + 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
- 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)