Customer Feedback Calls
“A ’very satisfied’ customer is almost six times more likely to be loyal and repurchase and/or recommend your product than a customer who is ‘just satisfied’. Companies can boost profits by almost 100% by retaining just 5% more of their customer.”
(Reichheld, Reichheld & Sausser)
Customer Feedback Calls (CFC)
CFC is an elegant and simple method to learn verbatim what is on the forefront of the customer’s mind. CFC enables you to select a regular encounter where your customer can form a positive or negative opinion of your company and hear directly from them regarding their interaction. You’ll learn what changes to make to respond to your customer’s requests. As with any successful customer service initiative, CFC requires a vertical commitment from the senior managers to the front line. After the initial launch, CFC can be used periodically to check the progress and to provide quantifiable results
“The heart of any successful strategy to manage satisfaction is the ability to listen to the customer. “
(Jones and Sausser)
Jones Intercable was a $500M MSO that received seven million calls a year from their cable TV customers. The multiple system feedback call projects that I led resulted in:
J.D. Power and Associates rating of Jones Intercable rose from 5th ranked to 2nd highest rated MSO for customer satisfaction.
Increased average customer ratings from 6.2 to 8.7 on a scale from 1-9 after changing processes.
Do you want to improve customer
satisfaction and retention with this proven method?