Return on Investment

Customer Service

Many companies perceive their level of customer service is higher than it actually is, and are unaware of the level of service they actually provide. This oversight can be costly because of the missed opportunities to develop both loyal current customers and new customers.

CUSTOMER FOLLOW UP’s work often reveals differences in what our clients think their level of service is, compared to what the customers say they are — or are not — receiving.

Case in Point

In one situation, CUSTOMER FOLLOW UP learned that 72% of a client’s customers were first-time purchasers. It became very clear after contacting them that this group of customers needed a different approach from the sales team and the staff that would build their product. This group of customers needed more thorough explanations of the manufacturing process and financing options. In addition they wanted to be much more in the communications loop once the manufacturing process began for their product.

In response to the special needs of this group of customers, CUSTOMER FOLLOW UP wrote a "First-Time Purchaser" profile for the client’s sales and production teams. Our client made this a “must read” for their staff and also rewrote policy to accommodate the specific needs of this lucrative portion of their customer base.

The client’s return on investment? Our client changed some of their operating procedures, which led to a quantifiable increase in customer satisfaction and loyalty, leading to an increase in referrals and more business.