ACTIONABLE CUSTOMER
EXPERIENCE SURVEY
Identify your best customers & what you
need to do to retain them and find more.
Grow from Within
To grow (and keep) more customers, the best place to start is with your existing
customer base. No-braine...
About CEG
The Customer Experience Group is a different type of consulting group.
One who has proven that companies can inc...
Would your best customers give you an A?
  As a leader in your industry you are responsible for strategic direction
 of yo...
Sample Survey – Wireless Equipment Company
 Customer Survey Question #1                   Customer Survey Question #2
What...
Sample Survey Continued
                    Customer Survey Question #3                      These
                       ...
Map your customers into the Value
     Quadrants & migrate them up & right
  Highly
                                      ...
So, What about your Company?
We help you Identify, Keep, and Find more of your best customers. So,
exactly who are your be...
Are you Ready?
 As a leader in your industry, you are responsible for the strategic
  direction of your business. Between ...
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The Fastest way to GROW your Customer base

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Unlike most surveys, ours is ACTIONABLE and will allow you to grow customers = revenue faster!

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The Fastest way to GROW your Customer base

  1. 1. ACTIONABLE CUSTOMER EXPERIENCE SURVEY Identify your best customers & what you need to do to retain them and find more.
  2. 2. Grow from Within To grow (and keep) more customers, the best place to start is with your existing customer base. No-brainer, Right? Your customers critique you every day, whether you are in the conversation or not. They hold the key to your growth with the knowledge of your strategic advantage over your competitors. Here‟s what you can learn from your customers via our Customer Experience Survey: • What‟s most important to their purchase decision (and what‟s least) • How you perform in relation to what‟s important – how you are unique • Suggestions for improvement (straight from the mouth of your customers) • Measure whether they will “tell a friend” about your business (key to revenue growth) • Actually capture customer testimonials you can use for future marketing Tier C Tier B Tier A Existing Base
  3. 3. About CEG The Customer Experience Group is a different type of consulting group. One who has proven that companies can increase profitability while building customer loyalty at the same time. In about 2 weeks, we can help you launch a successful Operational Excellence program, saving you money AND improving customer satisfaction. Products: • Actionable Customer Experience Survey (immediate tactical actions) • Customer Lifecycle design (retention/churn techniques) • Lean Operations guidance (operational excellence) • Profit improvement team training (teach your team to grow profits) This presentation covers the Customer Experience Survey.
  4. 4. Would your best customers give you an A? As a leader in your industry you are responsible for strategic direction of your business. There are no shortage of people giving you advice – including “squeaky wheel” customers. But what about the “silent majority”? You know, the people who fuss the least but actually represent the majority of your revenue. You need facts about your customers, but how do you get started? Think about your best, most generous customers. Chances are some have been with you for years and others you‟ve recently won after a hard fought campaign. Inevitably, when one of these gems leaves you are left asking why... To your disappointment, you find that the problems that were „big‟ to the customer were „little‟ to you, and very solvable. “If only I had known” you think to yourself.
  5. 5. Sample Survey – Wireless Equipment Company Customer Survey Question #1 Customer Survey Question #2 What’s most important to your purchasing How are we performing? decision? Ranked Customer Responses Ranked Customer Responses Question #1 Question #2 #1 Product Reliability #1 Support when I need it #2 Simple to setup & Use #2 Simple to setup & Use #3 Support when I need it # 6 Product Reliability Resulting Company Action Resulting Company Action Product reliability as the #1 driver for the There is a definite gap between purchasing decision was a surprise. The expectations of Product Reliability and second question (on the right) gives us actual delivery. This company is now more insight. implementing a 60 day new customer “touch” process.
  6. 6. Sample Survey Continued Customer Survey Question #3 These customers are How likely are you to refer us to a friend extremely loyal or colleague ? and provided glowing testimonials These Customer Response Question #3 for our client’s customers had marketing critical, but Grade of A – 55% efforts. very solvable Passing Grade – 36% issues. They Failing Grade - 9% These were passed customers are on real-time to on the fence. our client and Resulting Company Action They told us are now saved, exactly what it happy Combined this new loyalty data with would take for customers. revenue data and mapped their customers into the “Value Quadrants” on an “A”. the next slide.
  7. 7. Map your customers into the Value Quadrants & migrate them up & right Highly $$ Explore $High Rev Profitable Customer D Customers & Find more Customer C of these! Customer B Break Even Customer E $0 Rev Customer A Unprofitable Customers 0 NPS 10 NPS Unhappy Love your Company & Customers Will tell a Friend Fix Customer C, Cross/Up Sell Customer E, Release Customer A?
  8. 8. So, What about your Company? We help you Identify, Keep, and Find more of your best customers. So, exactly who are your best customers? No matter what business you are in they are the ones who both: • Make you Money and, • Are loyal to you. To know which customers are most loyal to you – you have to ask them. Why is this important to know? These customers like doing business with you, feel like they get value from your products, in return they talk good about you to other potential customers, Customers just like them. They actually want you to succeed because they have endorsed you and your product.
  9. 9. Are you Ready? As a leader in your industry, you are responsible for the strategic direction of your business. Between the “squeaky wheel” and the “silent majority” you need facts. Our survey will provide you with decisive data, directly from the people who mean the most to you – your customers! This survey can be delivered online, over the phone, or face-to-face with your customers depending on your business and customer demographics. If I can help you get started, please call me directly at: Mike Stafford 501-255-7751 www.CustomerExperienceGroup.com

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