How we can add value to your customer relationships

After conducting a survey our clients are stuck about what to do with the results. We generate a significant amount of information and sometimes it is overwhelming.

Often the front facing people, generally the key account managers or reps, do not know how to use the Individual Reports to enhance the relationship and extract value from it to benefit all parties.

That is where we can offer a hand.

We will identify key issues each client or customer who was interviewed and formulate a strategy of how to approach that individual and confront issues and create a way forward with tangible outcomes. Often after conducting a few sessions with our help key account managers are comfortable enough to do the rest without our assistance.

Why it is important to talk to your clients after a customer survey

Companies conduct surveys to determine how well they are doing and generally to be able to pat themselves on their back. Customers participate because they want change.

Your client or customer spent an hour with us with the hope of change. Whether they perceive that hour as an investment or a total waste of time depends on you and your reaction. It is precisely because of this that we work extremely hard to get the Individual Report to you within 48 hours of the interview (and if very negative stuff comes out we will get it to you within 12 hours!). If you acknowledge the time and effort and engage with your client you will be well rewarded with a significant loyalty increase.

Think about it: After conducting a survey how many times has a company phoned you to thank you or talk about issues you raised? And if a company did do that, I bet you remember which company. That is the same effect you can have on your clients and customers.

So what do you do? Simple, within 48 hours of receiving the Individual Report we send you call your client, thank them for the time they spent with us and set up an appointment to meet with them. This also gives you a reason to spend face to face time with them, which strengthens relationships.

Before the interview, go over the Individual Report. Identify those areas your customer does not like about you, where they say you can improve, and any comments about how you can improve. Formulate a strategy of how you are going to address these issues.

In the interview go over the identified items and between the two of you devise a strategy with milestones and deadlines of what both sides will do to overcome identified issues. As you address issues keep your client informed so they see you are “walking the talk” and taking their relationship seriously. You will see after time with the increased confidence in your sincerity your wallet share will grow.

If you don’t know how to do any of this we will be more than willing to come and help you.