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The key to being able to generate information that can be used to make strategic changes producing tangible results is the development of a deep knowledge of your customers expectations and their motivation, combined with an efficient feed of information into your management processes.
An effective solution is the use of specially-designed surveys.
Customer Loyalty Measurements:
Before setting about the improvement of customer satisfaction & loyalty, Maven® helps clients with some vital initial steps, and assists in developing a customer retention strategy.
1. Using customer satisfaction surveys and other methods we measure the loyalty rate as it stands now, before the process of improvement starts. We also establish the different loyalty rates of various customer types, e.g. males and females, different age groups or customers for different types of products or services. Our surveys can also determine drivers within the loyal groups to create satisfaction targets to drive loyalty.
2. We also measure the cost of customer disloyalty to your organisation, again for the various customer types.
When we use these two measures together, we can then provide you with a valuable predictor of the return that each percentage point of improvement in customer loyalty will make to your profitability. These measures establish the base line for improvements over time, allowing meaningful targets to be set and business reviews to be conducted.
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