EXPERTISE › 02/06
02AREA OF EXPERTISE / 06
Customer acquisition & delight
Turn the first contact into a moment that makes customers want to come back — in branch, on the phone and online.
Discuss this area
02A prospect decides within minutes what comes next in their relationship with your brand. The welcome, the clarity of information and the quality of the sales pitch make all the difference, even before the offer is presented.
Turn the first contact into a memorable, distinctive moment (in branch, on the phone and online) that immediately converts curiosity into buy-in and makes customers want to come back.
03 — METHOD
The three phases of a REC project.
PrepareAdvisory & REC strategy set-upUnderstand your business, audit the existing situation and create tailor-made assessment approaches, perfectly suited to your industry.Understand your business, audit the existing situation and create tailor-made assessment approaches.
ActivateFieldworkDeploy our field programmes (on site, by phone or online) to reflect precisely what really happens in front of your customers.Deploy our field programmes to reflect what really happens in front of your customers.
AnalyseResults & analysisMeasure the gaps using neutral, reliable data, and deliver strategic dashboards to guide your decision-making.Measure the gaps and deliver strategic dashboards.
01Onboarding journey audits
02Customer charters and memorable sales scripts
03Training in customer delight standards
01Improve the customer journey
02Identify and win back your dissatisfied prospects and customers
03Strengthen the effectiveness of customer knowledge
04Earn and capitalise on your customers' satisfaction
05Retain and engage your customers over time
06 — CASE STUDY · BANKING NETWORKHarmonising the quality of welcome across 40 branchesQuarterly mystery visits, shared assessment grid, branch-level reporting and action plan.Read the case study →
