Customer satisfaction and loyalty measurement

Are your clients recommending you to their clients? Loyal customers recommend your products to others and generally have a much lower “cost two serve” than disloyal, dissatisfied customers. Measuring your customers’ satisfaction and loyalty is not just good management information, but also an operational tool for capturing and retaining disloyal customers before they leave you.

What is the value you get a customer loyalty measurement

  • “Real time performance” indicator of customer loyalty
  • Consolidation and ownership for each account manager
  • Quick knowledge of best / worst practices
  • 1 to 1 customer insight and early warning

Customer satisfaction and loyalty measurement in practice

When you hire us for customer and loyalty measurement we start the project with a survey of your customer portfolio as well as your point of contact for customers. Together, we work together and agree on a questionaire, preferably short questionnaires, which we will send it to your customers shortly after they have contacted your organization. We report on all relevant levels of the organization with strategic analysis, as well as 1-1 reports and set up early warning systems for your customer manager. This allows you and your staff to respond quickly to inquiries from unhappy customers. Alongside customer measurements, we make ourselves available as a strategic partner as well as facilitating a party to further work on the optimization of customer loyalty, for example, training of sales staff.

Anbefaler dine kunder dig til andre? Loyale kunder anbefaler dine produkter til andre og har generelt en langt lavere ”cost to serve” end illoyale, utilfredse kunder. Måling af dine kunders tilfredshed og loyalitet er ikke bare god ledelsesinformation, men er også et operationelt værktøj til at opfange og fastholde illoyale kunder inden de forlader dig.

Contact

André Bryde


Kundetilfredsheds- og loyalitetsmåling

Hvilken værdi får du af en kundeloyalitetsmåling?

  • ”Real time performance” indikator for kundeloyalitet
  • Forankring og ejerskab hos den enkelte account manager
  • Hurtig viden om best/worst practice
  • 1-1 kundeviden og early warning

Kundetilfredsheds- og loyalitetsmålingen i praksis

Uden at invadere din organisation påbegynder vi et kundemålingsprojekt med en kortlægning af dit kundeportefølge samt dine kontaktpunkter til kunderne. Vi bliver enige om en eller flere, helst korte, spørgerammer, som vi sender til dine kunder kort efter deres kontakt med din organisation. Vi rapporterer på alle relevante niveauer i organisationen med strategiske analyser såvel som 1-1 rapporter samt opsætter early warning systemer for dine kundeansvarlige. Derved kan du og dine medarbejdere hurtigt reagere på henvendelser fra utilfredse kunder. Sideløbende med kundemålingerne stiller vi os til rådighed som strategisk sparringspartner såvel som faciliterende part i det videre arbejde med optimering af dine kunders loyalitet, for eksempel videreuddannelse af salgsmedarbejdere.

Kontakt

André Bryde

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