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Driving strong customer relationships - Frans van der Horst & Bram van Schaik

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Tijdens het Customer Experience Exchange evenement op 10 november 2015 organiseerde Frans van den Horst en Bram van Schaik een 'thinktank' over de drivers van sterke klantrelaties. Meer weten over onze visie op klantloyaliteit? http://www.tns-nipo.com/onze-specialisaties/customer-experience-management/klantloyaliteit/

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Customer Strategies Driving strong customer relationships © TNS Driving strong customer relationships
Customer Strategies Driving strong customer relationships © TNS Who are we Frans van der Horst Bram van Schaik Our focus is growth 2 1 3 4 Today’s business New customers Loyalty & new spend New products & services New markets More money from each customer Morecustomers 2
Customer Strategies Driving strong customer relationships © TNS We are all here to grow our business Getting a better Customer ROI  Grow revenue  Reduce churn  Increase efficiency in customer service Becoming truly customer-centric  Unify the organisation around the customer 3
Customer Strategies Driving strong customer relationships © TNS 4
Customer Strategies Driving strong customer relationships © TNS Have a short chat about it with your neighbour  Can you elaborate a bit about your ratings for performance?  What drives your ratings on the preference share?  What influenced your opinion?  Personal reasons  Market reasons  External reasons  What drives recommendation? 5
Customer Strategies Driving strong customer relationships © TNS Guess the industry ERP Software Provider Discount Supermarket Chain 6
Customer Strategies Driving strong customer relationships © TNS In summary 7 1 Individual context Competitive offer / alternatives2 Quality of product / service3
Customer Strategies Driving strong customer relationships © TNS Why do customers switch providers? The top three reasons why customers leave: Source: TNS Customer Insight Surveys 2013/2014 31% because they received a better offer from a competitor 28% because they are dissatisfied with the value for money 24% because they had a bad customer experience 8
Customer Strategies Driving strong customer relationships © TNS So it is important to 9 1 Have data about the context next to touch points Understand emotions and attraction of competitions 2 Use individual customer data and re- use exiting data 3
Customer Strategies Driving strong customer relationships © TNS TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.com Frans van der Horst Frans.van.der.Horst@tnsglobal.com + 31 (0)6 483 140 70 Bram van Schaik Bram.van.Schaik@tnsglobal.com + 31 (0)6 518 231 40 11

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Driving strong customer relationships - Frans van der Horst & Bram van Schaik

  • 1. Customer Strategies Driving strong customer relationships © TNS Driving strong customer relationships
  • 2. Customer Strategies Driving strong customer relationships © TNS Who are we Frans van der Horst Bram van Schaik Our focus is growth 2 1 3 4 Today’s business New customers Loyalty & new spend New products & services New markets More money from each customer Morecustomers 2
  • 3. Customer Strategies Driving strong customer relationships © TNS We are all here to grow our business Getting a better Customer ROI  Grow revenue  Reduce churn  Increase efficiency in customer service Becoming truly customer-centric  Unify the organisation around the customer 3
  • 4. Customer Strategies Driving strong customer relationships © TNS 4
  • 5. Customer Strategies Driving strong customer relationships © TNS Have a short chat about it with your neighbour  Can you elaborate a bit about your ratings for performance?  What drives your ratings on the preference share?  What influenced your opinion?  Personal reasons  Market reasons  External reasons  What drives recommendation? 5
  • 6. Customer Strategies Driving strong customer relationships © TNS Guess the industry ERP Software Provider Discount Supermarket Chain 6
  • 7. Customer Strategies Driving strong customer relationships © TNS In summary 7 1 Individual context Competitive offer / alternatives2 Quality of product / service3
  • 8. Customer Strategies Driving strong customer relationships © TNS Why do customers switch providers? The top three reasons why customers leave: Source: TNS Customer Insight Surveys 2013/2014 31% because they received a better offer from a competitor 28% because they are dissatisfied with the value for money 24% because they had a bad customer experience 8
  • 9. Customer Strategies Driving strong customer relationships © TNS So it is important to 9 1 Have data about the context next to touch points Understand emotions and attraction of competitions 2 Use individual customer data and re- use exiting data 3
  • 10. Customer Strategies Driving strong customer relationships © TNS TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.com Frans van der Horst Frans.van.der.Horst@tnsglobal.com + 31 (0)6 483 140 70 Bram van Schaik Bram.van.Schaik@tnsglobal.com + 31 (0)6 518 231 40 11