• A Totally Satisfied Customer contributes 2.6 times as much revenue to a company as a Somewhat Satisfied Customer.
• A Totally Satisfied customer contributes 14 times as much revenue as a Somewhat Dissatisfied customer.
• A Totally Dissatisfied customer decreases revenue at a rate equal to 1.8 times what a Totally Satisfied customer contributes.  

     Without clearly understanding customer value and the financial implications, motivation to improve the customer experience will not happen. When companies begin to experience customer churn they often respond with price discounts and expensive advertising campaigns, where expenses rise and margins fall, rather than getting to the core of customers’ needs.

Market Directions is committed to helping you improve your satisfaction measurements with your customers and employees. Our turnkey, three stage proccess involves determining where the roadblocks are to delivering superior customer service.

Three Stage Proces assesses your customer care center and provides you with solutions that are practical and resourceful—

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1.  Situation Analysis

Includes:

Interviews — with key personnel including front end employees, managers and customers.

Observations— keen observations of work in process for objective insight

Surveys—of employees, managers and customers 

Measurements —review of current tracking, internal process measures— where do you stand now?

2.      Needs Assessment

  Determines:  roadblocks to delivering superior customer service in: 

 Communication — is it effective between customers and employees— management and employees?

Accountability — who has ownership of calls, follow-up, nurturing a lead?  Are there consequences? 

Skill Level —are personnel skills matched with current positions. Is training necessary?  

Technology –what types of software, automation, could make the process better?       

3.    Set the Vision

Strategies for implementation:

  Executive Leadership — envision a future and inspire your team to join in building that future.

Effective Use of People— focus on interpersonal skills and skills to satisfy customers — motivate

Involvement — establish effective communication, rewards and empowerment