Customer Management for Maximum Loyalty

If you have ever found yourself in a conversation about "Customer Loyalty", undoubtedly that conversation was significantly focused on rewards programs and discounts.
 
To be sure, rewarding your best customers is a key component to building customer 'stickiness'. But given that customers first decide which businesses to interact with before considering where they would like to build 'points', loyalty is built through the entire customer experience - a rewards program is only the final step!
 
Through our Customer Journey Mapping approach, we will:
 
  • - Analyze the customer experience from first introduction to your brand through purchase and support

 

  • - Outline how this compares to their expectations in order to identify gaps with their experience

 

  • - Identify & Execute actions to delight your customer and build World Class loyalty
 

Case Example :

 

Opportunity

An Information Technology company had been receiving complaints about the length of time it took to resolve issues reported by customers. Some of these complaints were beginning to appear in industry reports, negatively impacting the sales process.

 

Services Performed

A review and analysis of customer support case handling procedures, as well as the current backlog of unresolved issues, was performed. This analysis highlighted the opportunity to apply several principles from LEAN manufacturing to drive efficiency. We also created a real time dashboard to allow the entire team to know the current state of performance of the team at any moment.

 

Outcome

The implemented process and tool improvements resulted in a 75% reduction to average issue resolution time. Further, several of their key customers openly acknowledged the improvement directly with the Customer Support Director.