Most of our clients see the ability to increase their cross sell rates as a good way to increase their overall share of the customer’s wallet and customer retention. One of the better cross selling techniques is the next logical product approach. [Read more…]
In the customer loyalty survey process, one of the keys is to make sure that your survey addresses all of the product and service attributes that are important to your customers. Seems simple and logical, doesn’t it? But as they always say, it’s not always as easy as it seems.
Determining what is important to a customer is the subject of a recent post in this blog. And to determine what should go into that list of “potentially important” things is the subject of this blog item. [Read more…]
I realised recently that I have touched on the subject of determining what is important to customers a few times in recent blogs (e.g Consumer Research: Poor research approaches give poor answers), but never given a full account of the different methods that you can use to do this.
This post completes the picture.
There are basically two approaches you can take: [Read more…]
Delivering good customer service has gone from a “nice to have” to a “core deliverable” in the past 10 years. Making sure that your organisation can deliver excellent customer service requires a good alignment of all the key enablers. [Read more…]
Any organisation that wants to build its business long term needs to listen to and act on customer feedback. This need to capture customer feedback has driven many companies to develop and execute customer surveys.
The problem is that building a good survey and survey process is not nearly as simple as it seems. So we present some Dos and Don’ts for building a survey that works.[Read more…]