Customer experience and NPS is a trending challenge as companies continue to focus on data and alarming statistics around what drives customer loyalty. It’s not surprising customer loyalty is becoming the leading indicator around the customer experience as there are vast amounts of data suggesting loyalty can propel company revenues to the next level. Some of the key findings are:
It’s 6-7 times more expensive to attract new customers than to keep existing customers
65% of companies are able to successfully upsell to existing clients versus only 12% are able to successfully upsell to new clients
66% of customers who switch brands did so because of a poor customer experience
We can solve for this challenge a number of different ways and it really depends on your unique environment. We can complete a diagnostic in your organization through our ccBenchmark™ methodology to discover root causes. From there, we can provide staffing to execute your roadmaps if you desire or deliver training to your management team if needed. Additionally, we can assist you if you decide to journey map your client experience.
Learn more by clicking on our solutions below.
]Site benchmarking provides an outside eye in your company using your metrics and processes and comparing them to the 700 companies we’ve touched with the goal to share best practices and identify opportunities for improvement. LEARN MORE
Staff Augmentation helps your organization fill an open position as a short term placement till you’re able to find someone. This also helps you leverage our best practices where process improvements may be needed. LEARN MORE
Training for supervisors & above with a focus on metrics & analytical problem solving. It’s based around how you use all information for various systems to improve process and performance. LEARN MORE
Journey Mapping is completed through a 3 part process that includes the customer journey, root cause identification, and practical solutions coupled with a flawless execution. We combine our 3 part process with our proven ccBenchmark methodology to ensure we delivery maximum results. LEARN MORE