Business development

Position :

A company identified that it had low customer retention and low customer satisfaction resulting in a high advertising / marketing  spend to maintain sales ambitions.

Objective :

Achieve best in class customer satisfaction, resulting in higher customer retention.

Method :

• Review the current situation, agree proposed action with senior management
• Create an internal multi discipline, multi geographical location, taskforce
• Act as modulator with the taskforce to

• Communicate programme concept
• Identify all customer contact points including advertising, telephone, brochures, visit, purchase, delivery, payment, product use, aftersales service, complaints,  warranty, CRM
• Establish customer expectation for each contact point
• Create company policies to ensure that all customer contacts met or exceeded customer expectation
• Create action plan to enable adoption of policies
• Create customer satisfaction questionaire to ensure identified customer expectations were being met
• Monitor results via customer satisfaction index (CSI)