Analysing customer service within your company is often seen as something that 'would be interesting but we don't have time for', with 'more pressing projects at the moment' among the other objections.
Take a minute to analyse the following:
• How many clients/customers you have lost over the last year (and why)
• How many clients/customers have spent less this year than last (and why)
Work out how much this has cost to the company. If each of those lost clients had stayed - and were kept informed of all of the different projects and services that you offer – how much revenue would you have retained?
Not only that, but if each of those clients were so happy with your service they recommended you to other businesses…, See where I'm going? Keeping your customers happy has to be one of the leading projects within your company.
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Investor in Customers is dedicated to building better businesses. We work with clients to help them identify how to improve and develop one of the key drivers in any business: the customer experience.