customer retention

Do you find it difficult to identify your higher and lower value customers?  Is your Salesforce spending their time with the right customers and using the correct sales strategies for your different customer types?  Do you experience continual churn in your customer base?  Are you asking your customers the right questions to understand and improve loyalty and satisfaction? 

If you are unsure of the answers to any of these questions you are in need of our help.

Gartner Group research indicates the cost of customer acquisition is up to 10 times higher than the cost of retaining a customer.  reveal group’s Customer Retention service offering takes a holistic approach to improving customer retention by developing solutions relating to customer segmentation, customer acquisition, Salesforce focus, consistent customer feedback and customer retention strategies.

reveal group has an international licensing agreement with Satmetrix (www.satmetrix.com) , the global leaders at helping companies measurably improve customer loyalty and link the results to financial outcomes and co-developers of the Net Promoter® customer loyalty approach.

Our approach focuses on frequently asking your customers the most important question to gauge loyalty and retention risk: “Would you recommend us to your family and friends”.  Using Net Promoter® we categorise your customers into three groups based on their answer to this question.

• Promoters who are loyal enthusiasts who will keep buying and refer others, proactively growing your business

• Passives who are satisfied but unenthusiastic customers and are vulnerable to competitive offerings

• Detractors who are unhappy customers are likely to damage your brand and impede business growth through negative word-of-mouth.

We give you the tools and techniques to measure and monitor your customer loyalty and satisfaction providing the ability to create targeted retention strategies for your different customer segments.

 

If this service is of interest to you then please CONTACT US for further information.