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CUSTOMER RELATIONSHIP & EXPERIENCE · RETURN ON INVESTMENT

From REC to ROI.

Bringing innovative thinking on customer relationship and experience to your industry, while sharing the relevant know-how, methods and tools that make it possible to:

Innovative thinking on customer relationship and experience, and the methods that make it possible to:

  1. 01Improve the customer journey
  2. 02Identify and win back your dissatisfied prospects and customers
  3. 03Strengthen the effectiveness of customer knowledge
  4. 04Earn and capitalise on your customers' satisfaction
  5. 05Retain and engage your customers over time
01 — OBJECTIVES

Objectives of a customer relationship and experience project.

Observe / Control

  • Quality of welcome and service
  • Customer satisfaction
  • Compliance with standards & procedures
  • Neutral & objective information
  • Assess the sales pitch
  • Impact of marketing tools
  • Security measures and offer protection

Motivate / Stimulate

  • Measure sales performance
  • Unite and energise teams
  • Optimise the placement of offers / services
  • Increase revenue
  • Break into and lead a multi-offer market
  • Bonus or incentive policy
  • Energise the network through regular communication around results

Propose / Evolve

  • Harness the power of diagnostics
  • Set up a training plan
  • Write a quality charter
  • Roll out best practices
  • Adapt sales and marketing resources
  • Audit the position of the players

01 — OBJECTIVES

· Quality of welcome and service· Customer satisfaction· Compliance with standards & procedures· Neutral & objective information· Assess the sales pitch· Impact of marketing tools· Security measures and offer protection
· Measure sales performance· Unite and energise teams· Optimise the placement of offers / services· Increase revenue· Break into and lead a multi-offer market· Bonus or incentive policy· Energise the network through regular communication around results
· Harness the power of diagnostics· Set up a training plan· Write a quality charter· Roll out best practices· Adapt sales and marketing resources· Audit the position of the players
02 — REC METHODOLOGY

Three phases: prepare, activate, analyse.

  1. PHASE 01

    Prepare

    Advisory & REC strategy set-up

    Understand your business, audit the existing situation and create tailor-made assessment approaches, perfectly suited to your industry.

  2. PHASE 02

    Activate

    Fieldwork

    Deploy our field programmes (on site, by phone or online) to reflect precisely what really happens in front of your customers.

  3. PHASE 03

    Analyse

    Results & analysis

    Measure the gaps using neutral, reliable data, and deliver strategic dashboards to guide your decision-making.

02 — REC METHODOLOGY

Prepare

Understand your business, audit the existing situation and create tailor-made assessment approaches.

Activate

Deploy our field programmes to reflect what really happens in front of your customers.

Analyse

Measure the gaps and deliver strategic dashboards.

03 — FIELD PROGRAMMES

Going where the experience happens.

  • Mystery visits

  • Mystery calls

  • Satisfaction surveys

  • Quality audits

  • On-site observation

  • Call monitoring

03 — FIELD PROGRAMMES

  • Mystery visits
  • Mystery calls
  • Satisfaction surveys
  • Quality audits
  • On-site observation
  • Call monitoring