The ASK LISTEN RETAIN Process
ASK LISTEN RETAIN (CSI) PROCESS - 3 STEPS
Giving you the opportunity to bring the 'voice of your' customer to inside your business
We ASK the important questions
Do you ever wonder what customers are saying about you? – ASK them!
In a competitive marketplace where social media has given the customer voice center stage, now more than ever it’s critical to know exactly what your customers think. Engaging your customers from the inside out, and making sure everyone in your company shares the same vision—across departments, touch points, and geographies—are vital components to the health and success of your business.
Did you know that only 1 out of 25 dissatisfied customers will ever speak out and let someone within your company know about their dissatisfaction? 91% will never come back to do business with you again. And what’s worse a dissatisfied consumer will tell between 9 and 15 people about their experience. However, the key here is that 95% of complaining customers will do business with you again if you resolve the complaint instantly. But you have to know about the concern before you can remedy the situation, so you really can’t afford not to ASK your customers about their experience with your company.
Not only will customer satisfaction survey analysis help you understand the factors that strengthen relationships, boost sales, and build customer loyalty, but they’ll also help you define and set goals for short- and long-term decision making.
Ultimately, ASKING your customers key questions will help drive the growth of your business.
You LISTEN to the results
Our one of a kind program allows you to carefully LISTEN to the ‘Voice of your Customer.
We help your data make sense. Because a mountain of data does you no good if it doesn’t help you take action. Compechek helps you use your data and make decisions you can be confident in. The large amounts of comments that could be collected during the survey process, can be analysed in such a way that insights can be gained to improve the efficacy and efficiency of business operations.
LISTEN by Word Mining:
When specific words are used by your customers during the survey process (telephone, online or mobile surveys) in the open text comment question types, these words are actually windows into their emotional mind set. To help you LISTEN in a structured format and making sense of the volume of comments recorded, words are automatically categorized as POSITIVE or NEGATIVE emotionally charged comments. A third comment type is also classified as KEYWORDS that have been identified as important for feedback purposes.
LISTEN by Advanced Reporting:
Compechek helps you LISTEN by advanced analyzing and reporting of your precious data collected. We make it easy to get a bird’s-eye view of your survey responses. We also offer advanced reports for serious data analysis addicts like ourselves.
And you RETAIN customers for a lifetime!
Your 360 degree closed loop Customer Retention program – RETAIN your customers!
Once we ASK your customers all the important questions, and your management team has been able to LISTEN to any emotionally charged feedback through their comments, now begins the RETAIN 360 degree closed loop portion of the ALR process. Based on one of four conditions, 1) low scoring survey results, 2) certain answers given to specific questions, 3) negative comments made during the survey or lastly, 4) the customer requested to be contacted, the ALR program will automatically generate email ALERTS to point out a possibly unhappy or disengaged customer. These alerts notify the store managers about the survey, giving them the opportunity to reach out to the customer and deal with the issue at hand in a timely fashion. This is the first step in building customer loyalty through strengthening manager and customer relationship.
As the store manager resolves customer concerns or issues, the outcome is diarized for all management levels to see within the organization. Transparency and accountability at all management levels of your valued customers’ concerns and solutions is achieved. Through effective customer relation & retention management ALR will pave the way for building customer loyalty, strengthening the customer-manager bond, and retaining your revered customers.