Customer Measurement

Over the years CCS has helped many companies determine their customer's loyalty. This new tailored process provides beyond just 'customer satisfaction' issues. The process provides an opportunity to understand what your customers 'value' in doing business with you... identifying how to refine / improve product offering, while trimming services that provide little or limited customer value.

As a result of our unique research methodology, CCS will provide thorough in-depth analysis of data and recommend strategies to improve customer satisfaction and loyalty, which when implemented, deliver increased sales and profitability.

Our Process:

1. Create a customised and tailored solution
   • Clearly identify the specific needs of your business
2. Propose a solution
   • Present a tailored solution that meets the unique needs of your organisation, sales and service processes
3. Develop agreed project KPI's
   • Plan timing, resources and success criteria
4. Create a tailored communication plan
   • Ensure front-line sales and service people understand the project objectives and benefits to them
   • We provide you with the communication materials to minimise the impact on your time
5. Engage stakeholders
   • Consult with stakeholders (internal and external) early in the project process
   • Pilot strategies to ensure the information being collected is of value
   • Further develop relationships with key clients
6. Measurement
   • Using a variety of research techniques, including face to face, focus groups and online processes, our tools ensure sensitivity to feedback being received
   • We manage the entire process including the time line
   • We work to budget constraints in order to maximise your ROI
7. Analysis of results
   • Thorough in depth analysis by CCS' team of leading experts
   • Management report preparation
8. Action plans and recommendations
   • Development of practical, results orientated recommendations to improve customer satisfaction and loyalty, and your bottom line
9. Presentation to your management team by a Senior Partner
   • Delivery of results to key internal stakeholders
   • Workshop of research outcomes to assist implementation of recommendations
10. Ongoing support
    • CCS believe that, where required, on-going support assists in developing new sales and service habits, to monitor progress and drive internal change

The Benefits of understanding how your customers feel

• Listening to your clients ensures they talk to you before they talk to the market
• Develop 'service recovery' processes for dissatisfied customers
• Increase sales
• Increase customer loyalty
• Increase customer profitability
• Demonstrate to customers 'you care'
• Build confidence in your sales and service strategies
• Further develop product flexibility and innovation opportunities
• Invest in sales and service processes that add 'real customer value'