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_______________________ We can help you.... _______________________
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Focus on Your Customers Today’s focus is firmly on Customer and Customer retention. Studies have shown that it costs over 5 times more to gain a new customer than to retain an existing one. More importantly once the correct relationship is in place you will find that really satisfied customers come back, more often than not increasing the breadth of the products of services they require from you. So, how can you increase the level of customer focus in your business? The changes required to gain high levels of customer service and retention are small and in most cases cost little or nothing at all to maintain. In reality, we need to go back to basics - the more you treat a customer how you’d like to be treated yourself the better the relationship will normally become. Sadly, the speed of doing business and the drive for efficiencies has sometimes meant we have de-humanised the customer – supplier interface. One example, how many businesses do you phone today and get an automated answering service? Press one for this, press two for that…. How frustrating does that feel? If anything we should be putting some of those human touches back into our way of doing business starting by having a live human at the end of a phone. If you can’t afford this "luxury" there are many businesses who can provide such a service at a surprising little additional cost. Even more importantly they can offer the service 24 hours a day, 7 days a week. Assisting You can work with you to review your customer approach and, where appropriate, identify areas where changes can be introduced to improve your business performance though enhanced customer focus. Also, and as required, Assisting You can then structure the necessary project to implement this improved business method throughout your organisation.
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