STRATEGIC CUSTOMER RELATIONSHIPS
• INCREASE BRAND LOYALTY
• GAIN CUSTOMER INSIGHTS
• RETAIN AND GROW SALES
• DETERMINE DIFFERENTIATORS
Are you still losing customers despite reasonable satisfaction survey results?
Are you losing profits servicing “demanding customers”?
Not sure what differentiates you so that you can protect or promote it?
Are are you making product, service or strategy decisions that feel like you’re taking a stab in the dark?
Are you not sure you are delivering what the customer wants rather than what you think they want?
Research indicates that increasing customer retention by as little as 5% results in improvements to top line financial results of 25% to 120%.
Aimed at mid to large sized companies with multiple customers, Strategic Customer Relationships (SCR) uncovers customer expectations, measures your performance against those expectations, identifies where your biggest challenges and opportunities lie and pinpoints exactly where your customers want you to improve.
ESTABLISHING WHAT MATTERS MOST TO YOUR CUSTOMERS AND HOW YOU MEASURE UP
Unlike generic satisfaction surveys, we start where most people don’t – by gathering, mapping and prioritising Customer Expectations.
Our proprietary method uncovers unspoken needs, resets assumptions and lays a foundation not normally available using traditional satisfaction approaches.
We then measure your performance against those expectations to calculate exactly how and where you are meeting, failing or even exceeding the expectations of your customers. We can even compare against competitor performance.
If you are wondering what questions we ask the customer to assess your performance – the answer is that the questions are driven by the expectations, not by questions that you create; because it is how you perform against the customers’ expectations that drives their perception of you.
INTELLIGENT INSIGHTS THAT EMPOWER YOU TO MAKE THE RIGHT BUSINESS DECISIONS
Many companies we talk to comment that previous customer research initiatives have produced complicated reports, leaving the business at a loss as to which actions to prioritise or act upon first for best impact.
Worse still, some just end up absorbing a few highlighted data points and resorting to gut feel to make their decisions.
With Promising Outcomes, you receive a wealth of sophisticated yet easily digestible information in visuals that will give you clarity and insight rarely available. You can quickly identify where your biggest challenges and opportunities lie and pinpoint actions for optimum impact.
If you have a lot of customers, we can also provide advanced insights which identify underlying customer segments that cluster around drivers of customer value to determine the factors that are drive customer loyalty the most. This statistical modelling, with distinctive graphic feedback drives outcomes such as the development of value-based segmentation schemes and the creation of deliverable projects to improve results. The result is data that is extraordinarily useful and actionable.
BUILDING ACTIONS THAT MATTER MOST TO YOUR CUSTOMERS
We don’t just hand you a report and disappear because we believe that information must be used in order to justify its costs.
An expertly facilitated, interactive change workshop helps you explore the customer feedback, stretch your thinking and create actions that will drive both business results and internal team alignment.
Not only does this serve to get your team onboard and collaborating on the right actions, it also helps educate them in a new way of understanding the customer and building new relationships with your customers and between themselves.
Customers are the lifeblood of every organisation.
We take the pulse of your customer relationships and help you ensure their health.
Reports show companies that undertake extensive customer research are likely to benefit from
IMPROVE FINANCIAL RESULTS
GREATER PROFITABILITY OVERALL