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.
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Too
often you think you have an idea of what your
customers are thinking, but it's easy to make
assumptions that are way off base. CUSTOMER FLLOW
UP gives certainty instead of assumptions. Their
reports gave clarity to issues we needed to improve.”
