Customer loyalty

Spot dissatisfied customers before they leave and build a lasting relationship with the others.

01 — THE CHALLENGE

A dissatisfied customer who leaves without complaining is a customer lost twice. Listening, handling complaints on the spot and following the relationship over time always costs less than having to win back new prospects.

02 — WHAT WE AIM FOR

Detect the weak signals of dissatisfaction before the customer leaves and build a lasting, robust relationship that is impervious to competitors' offers.

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.

04 — PROGRAMMES & DELIVERABLES

01Dissatisfied-customer recovery systems (Close the loop)

02Active loyalty and win-back scenarios

03Friction and churn risk diagnostics

05 — FROM REC TO ROI

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 · TELECOMS · CUSTOMER SERVICEMaking satisfaction measurement reliableQuestionnaire redesign, single barometer, shared dashboard.Read the case study →