Customer Satisfaction & Loyalty
Most companies lose 45% to 50% of their customers every five years, and winning new customers can be up to 20 times more expensive than retaining existing customers.
Moreover, just a 5% reduction in the customer defection rate can increase profits by 25% to 85%, depending on the industry. Given these claims, it is imperative that customers know what makes buyers and specifiers choose one supplier rather than another.
A collection of our thoughts on the subject of customer satisfaction are gathered below:
Infographic: Enhancing your customer experience
To be able to enhance the customer experience, it is important to understand the factors, both rational and emotional, which play their part in the process.
Infographic: Can you count on customer loyalty?
Do you know how important your customers are to you? See how improvements in customer satisfaction and the subsequent reduction in customer defections impact dramatically on your profits.
Infographic: The laws of attraction
Learn the fundamental stages of customer retention and see how even small increases in customer satisfaction can lead directly to significantly larger profits.
White Paper: Managing the Experience of Your Customers
White Paper: Implementing Organisational Service Excellence
White Paper: Service Excellence As A Focus For Organisational Change
Brand Equity Research: Net Value Score - The Metric For Judging A Company's Success
Introduction – Transcending The Net Promoter Score
White Paper: A Practical Guide To Improving Customer Satisfaction
White Paper: Getting People to Switch
Article: Winning New Business
In a downturn, you have to adopt the right state of mind, says Renne Botham at Touchstone Growth Running a business is a challenge, like no other. Chances are you spend more time at work than you do at home; you can at times be more in touch with your colleagues than with your friends; and with modern...
Article: Innovate or Die – Create Powerful Customer Insights
We are now over half way through 2011 and hopefully you are reading this with your company having survived one of the deepest recessions in history! However, there has been a lot of talk about the fear of a double-dip recession (one in three Finance Directors believe the economy will fall back into recession,...
Case Study: Customer Satisfaction Research
A supplier in the utilities and telecoms market wants to measure the satisfaction of its customers across a range of issues and develop an action plan for improving customer satisfaction.
