This solution is designed to set your organization on the path to success; it incorporates four Key Customer Retention Indicators™. For each customer contact, you will receive:
- Business Retention Index™ – A measure of retention which strongly correlates with renewal or repurchase behavior.
- Business Essentials Index™ – A measure of the seven essential elements of B2B service ― the fundamentals for every B2B company.
- Problem Experience Profile™ – Indicates where customers experience problems doing business with you and how well your organization resolves problems.
- Customer Advocacy Zone™ – A measure of whether your customers will encourage or discourage others from doing business with you, and why.
In the CCR BASELINE™ Solution, customer feedback is collected via an on-line questionnaire which is distributed to your customer contacts via email, thus minimizing the labor component of this CCR™ Program.
We refer to this as the CCR BASELINE™ Solution as it introduces the processes to your organization as well as to your customers, and gives all parties the opportunity to experience the impact of this effort on the customers who participate.
A Priority Action Report™ is produced for every participant; this report displays the customer feedback, our Key Customer Retention Indicators™, the Urgency of Action to address the specific contact’s concerns, the actions to take (and in what order) for this individual.
Equipped with this prescription, and the ability to apply the Platinum Rule®, your customer-facing employees can quickly and effectively capitalize on opportunities to expand your services, leverage referrals and remedy discontent for individual contacts.
The Action Plan Tracker™ provides daily updates to ensure that follow-up actions are completed when promised.
The Comprehensive Summary Report provides guidance for improvements across your organization to better serve customers.
Typically, the participation rate for the CCR BASELINE™ is about 20%, meaning you will receive feedback from one in five of your customer contacts; you can utilize these results to strengthen your relationships with participants. However, you don’t have insights from the remaining 80% of your customer contacts.
Our clients often upgrade from the CCR BASELINE™ to the CCR PLUS™ Solution to increase the participation rate and to capture even greater depth of customer feedback.