Executives

“How can improving your customer’s
satisfaction translate into revenue?”

Over time, satisfied customers become loyal customers. As they receive consistently satisfying experiences, their trust and confidence increases – they keep coming back and they tell their friends. Revenue per customer increases as they buy additional products and services. The cost to acquire a new customer declines.

The result: higher revenues, more referrals, lower costs.

“Why monitor your customer’s experience?”

If you never measure what customers and employees think, you won’t know how satisfied, loyal, and committed they are. Also without continuously gathering real-time feedback, you’ll never know how to fix your deficiencies or emphasize your strengths.

Did you know that research has shown…

• It costs 5 to 10 times as much to acquire a new customer than to keep an existing one.
• For every customer that complains, 20 to 30 will not complain, they just won’t come back.
• Each dissatisfied customer will tell 8 to 10 other people about the experience.(Or, maybe a million using the web.)
• A whopping 60% - 70% of customers say they took their business elsewhere because of poor service.

“How do you turn your customers into brand enthusiasts?”

• Create an emotional connection.
• Keep your brand promises.
• Make it “easy” to do business.
• Create a sense of urgency.
• Be responsive.
• Don’t beat up your employees.
• Don’t trick your customers with elusive pricing tactics.
• Be consistent.
• And then…… Ask them what they think about you!