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- Conducted a Revenue@RiskT Baseline Study with brokers and financial planners to determine impact of existing customer service and marketing on customer loyalty
- Conducted a Satisfaction Measurement Audit for existing measurement programs
- Implemented a Revenue@Risk Monitoring Program
- Determined key drivers of customer loyalty and identified key problem areas
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- Determined that 10% of company's revenue was at risk and found below- average customer loyalty
- Used engagement results to develop and drive a corporate-wide focus on quality
- Prompted significant investments in customer service that resulted in company achieving top market share increase among all Canadian mutual fund companies within 2 years
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- Conducted a Revenue@Risk Baseline Study with drug wholesalers, hospitals, and retail pharmacists to assess problem incidence and its impact on customer loyalty
- Assessed and streamlined the contact management process and centralized customer service
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- Decreased the average cost per customer contact by 30% while maintaining quality
- Increased customer satisfaction 20% in 6 months
- Doubled Physician contacts in 6 months, which increased market exposure and sales rep doctors' office penetrations
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- Conducted a Revenue@Risk Baseline Study to identify customer service issues with largest impact on customer defections, profit, and cost recovery
- Provided key insights into customers' problem experiences and company's complaint management capabilities
- Established customer-focused performance metrics and sales rep incentive program
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- Determined that 26% of company's revenue was at risk
- Drove a centralization of customer complaint handling
- Decreased lost-business rate by 15% over 12 months, with one location reporting no lost business (down from a 37% rate)
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