Customer Satisfaction Retention & Profitability Plan
Our priority here is very straightforward, indeed, this is one of our most frequently sought services. We want you to understand (independently) just how your customers rate you. Further, we will work with you to help you appreciate what is working and what or who you need to improve/change.
We will help you retain and grow your clients profitably.
Services include:
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Review Customers & Contracts.
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To understand the length of contract and what your customers signed up for (and therefore expect and judge you on)
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Review your offering, to include a review of your resources and personnel.
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Review existing customer Account Plans (if they exist).
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We will meet with your customers, all of them or those that are key, this will include:
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In depth interview with key stakeholders and decision makers (including those interacting directly with your organisation).
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Detailed and impartial understanding of how customers really rate your organisation and the job you do for them.
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Unbiased ‘Ratings’ will be established for Product; Service; People; Performance and Results.
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An understanding of what and/or who needs improving/changing (and how/why).
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Impartial and unbiased feedback.
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We will agree a ‘plan’ with each Customer.
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We will assist with the negotiation of new/improved contracts/terms.
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We frequently identify additional revenue opportunities and assist in bringing these home.
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Fees can be linked to customer improvements achieved.