You can save money AND increase customer satisfaction.
You can make higher profits AND create an awesome customer retention machine.
Just by talking to customers.
Since I was converted to the indispensable benefits of constantly talking to customers back in 2004, I’ve discovered that this feedback is like gold.
How can customer feedback produce this gold? By doing it consistently, and, most importantly, personally – by making a telephone call, person to person.
These phone calls generate a constant feedback loop that improves retention, identifies process flaws, and identifies the parts of the process that matter most to the customer.
This loop, if analyzed and used properly, leads to big savings in operating and marketing costs, especially relative to the cost of the loop – that’s the gold.
How do I know it’s gold? From my own experience:
That’s right – we produced a 500% return on our investment in these calls over a 7 year period. The return came from three key elements:
- Improved customer retention
- Significant process improvements and/or curtailments
- Generation of an “actionable” customer satisfaction index, the Net Promoter Score
At this point, you might be thinking, “wow, this must be some magic phone call you’re making – what’s the secret?”
Here it is:
It’s all about a conversation. And, the clincher – “Thank You For Your Business”.That’s the key to retention gains.
How a business crafts the questions behind this conversation, and then, delivers them effectively to the customer, are critical, so if you are thinking about how using the loop can produce gold in your business, it’s worthy of a LOT of thought, time, and resources.
Or, you can call us, and we can do it for you.
At a surprisingly affordable cost (much less than those other survey companies out there):
We can tailor our services to the size of your customer base, and to your budget. And it delivers that fantastic ROI that will mightily impress your boss and investors.