We Talk
We obtain third party, objective information from your
customers concerning what they think of the products
and services that you offer. We talk to them over the
telephone because we think nothing can replace the power
of the “give and take” of a conversation
to draw out quantitative as well as invaluable qualitative
anecdotal remarks.
We Listen
The responses we obtain from customers go well beyond
those received from a written survey. We politely probe
beyond the cryptic “yes/no” responses that
often are given in a mail-back or web-based survey.
We report not only the content of the customers’
answers but also the context of those answers,
by hearing and noting nuances and inflections that can
only be gained through a live conversation.
We achieve a very high rate of contact with your customers.
Generally we obtain information from up to 80%-95% of
the customers we are to contact.
We Communicate
We offer our clients a thorough explanation of what
their customers are really thinking about their products
and service. The information in our reports reveals
problematic areas and areas of strength. Through our
careful, objective analysis, we can suggest possible
solutions as well as strategies to help our clients
capitalize on the marketing and promotional significance
of the data. Our clients find the customer comment section
of our reports extremely insightful because the personal
customer comments finish the story that the numbers
only begin to tell.
We Collaborate
We do not just deliver a report, we offer our assistance
in helping the business implement any changes that the
information suggests should be made.
Because we develop a unique perspective of a company
by learning what their customers think we can become
a valuable extension of their sales and customer service
initiatives.
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Clearly
and without question, CUSTOMER FOLLOW UP has an
excellent feel for what we do and what it is that
will keep our customers coming back. Very quickly,
CUSTOMER FOLLOW UP learned our business and understood
what we wanted. That's the key to a successful
client survey.”
