On-Going Follow Up
This type of “follow up” is the most beneficial
for a business or an organization because it offers
a consistent, cost-effective system to continually monitor
the thoughts and opinions of your customers. This strategy
allows you to quickly identify problems and make any
necessary “course corrections.”
CUSTOMER FOLLOW UP’s work often reveals differences
in the level of service clients think they are providing
and the level of service customers say they are receiving.
Some of our clients have said that this type of follow
up is like watching game films after the game to immediately
spot areas of weakness and strength.
Annual Survey
This service is used when a business or organization
wants to get an “idea” of what their customers
are thinking. Valuable information is gained; however,
this is not the best service for problem-solving. It
does not allow for a prompt response to customers’
issues and often the problems that could have been resolved
easily early on have developed into damaging situations
that require significant effort to be rectified.
Benchmarking
This is usually done to establish a starting point to
an “on-going” follow-up strategy. Benchmarks
are needed so companies have a sample against which
they can measure progress.
Lost Accounts
Customers who have stopped doing business with a company
often have valuable insight into what they think is
wrong with a business. Most customers do not complain—they
just take their business to the competition. However,
most will be happy to say why they are not customers
any longer—if they are asked. Through our “lost
accounts” efforts we not only learn why customers
stopped doing business with a company but we also discover
that at times it is not too late for some accounts to
be saved.
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The
CUSTOMER FOLLOW UP reports suggested practical
changes that immediately made a positive impact
on our company. Our customers saw the improvements
and appreciated them.” 
