When times are tough you can't afford
to lose customers due to poor service,
especially given their high Lifetime Value.
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70% of customer losses typically are due to poor customer service. Don't be part of this statistic!
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Increasing your customer retention rates by 5% can increase your profits by 25-95%. (Harvard Business Study) This is because your existing customers spend 67% more than new ones.
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It's cheaper and easier to convince your existing customers to keep buying from you. This is exactly why your customers' Lifetime Value is a key metric to measure your business success.
CSI can help drive bottom line profits by providing
Quality Control of your customers' experience.
Track
CSI follows up on your customers and clients with a personalized telephone call to make sure they are satisfied.
As an owner, wouldn't it be nice if you could be that fly on the wall for every employee/customer interaction? CSI will track your employees' performance and your customer satisfaction levels so you can be sure your customers are experiencing all that you want them to be. Set aside your ego for a moment and learn what exactly your customers are experiencing. It might just knock your socks off!
Measure
Reports illustrate trends in your organization, enabling informed business decisions with your customers' needs at the forefront of your strategy.
All companies measure the monies that are coming in and out each month. Why stop there? Why not measure your company and employees' performance? When you can see in black and white, what kind of trends are happening in your company, it allows you to identify problem areas that you can correct. Get the competitive edge over your competition.
Manage
Clients use the information we provide to maintain service/experience quality, positively impacting employee productivity, job satisfaction and company growth.
Once you have the customer intelligence and the reports that are measuring your staff and internal processes, you can more effectively and efficiently manage your business and even influence its culture – all based on actual data. CSI enables you to track, measure and manage customer service quality driving retention and profits.
About CSI, Inc.
For over 32 years, CSI has been following up with our clients’ customers using our unique Customer Follow-Up Survey Program. We primarily collect “Voice of Customer” information and data, but also have an offering for Employee Surveys for your staff - as well as a fully functioning Virtual BDC (Business Development Center) for your prospecting needs. CSI tracks Net Promoter Score, Consumer Satisfaction Index, Industry Benchmarks and more.
Through customer data, market research, and employee opinion we provide you with a full-spectrum analysis of your business processes and culture and how you measure up to your industry-leading peers.