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The defined value of customer interaction

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Each interaction between staff and customer is important. But what is the monetary value of this? If you new how much this was worth, would you pay more attention to your staff so that they could give right message along with making a good impression?

Published in: Business, Technology

The defined value of customer interaction

  1. 1. WE MAKE THEM TALK ABOUT YOU Let’s say you have a company...
  2. 2. ...with 100 employees. Each one has 10 interactions with customers every day. thebrandmanual.com Source: Tommy Brotte, Berghs School of Communication
  3. 3. thebrandmanual.com There are 220 working days in a year. 100 x 10 x 220 = 220 000 customer interactions each year. Source: Tommy Brotte, Berghs School of Communication
  4. 4. thebrandmanual.com A telemarketing company would charge you roughly €30 per contact. Source: Tommy Brotte, Berghs School of Communication
  5. 5. thebrandmanual.com The value of the contacts for your company is €6 600 000. A considerable ad budget. Source: Tommy Brotte, Berghs School of Communication
  6. 6. thebrandmanual.com The impression of your company is created by each of those customer contacts. Do your employees know what to say?
  7. 7. thebrandmanual.com According to Robert Kaplan and David Norton, the founders of the Balanced Scorecard, only 5% of employees understand their company's strategy.
  8. 8. thebrandmanual.com Source: Bain Customer-Led Growth diagnostic questionaire; Satmetrix Net Promoter database Companies that believe they deliver a superior value proposition Companies whose customers agree 80% 8% }Delivery gap
  9. 9. thebrandmanual.com
  10. 10. WE MAKE THEM TALK ABOUT YOU Brand Manual is a service design and branding consultancy. www.thebrandmanual.com

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