Companies invest a lot of time and money in the quest for new customers. It’s easy to forget that there’s a gold mine of revenue opportunities in your existing customer base. Statistics show it can cost six times more to get the same amount of business from new customers than from existing ones. And it can take months, or even years, for new customers to reach the same revenue potential as your long-term customers.
KC Associates views your customer base as another market segment with substantial and strategic revenue growth potential. But with this segment, you already know who the buyer is, what they need, what the buying process is and how to reach them. And if they’re happy, they’re probably ready to buy more. The key is to uncover what makes them happy and why they may be unhappy—we can help you gain that insight with a customer perception audit.
We can also help you target creative and effective marketing and PR programs to your existing customer base that will improve satisfaction, generate more business and increase your footprint within those accounts. And we can analyze your customer database to find and take advantage of cross-selling opportunities with customer-specific lead generation programs. Finally, we can help with product/service rollouts and put in place regular, valuable communications that keep your company and products and/or services top-of-mind. Some programs to consider:
Sustaining and growing a profitable business requires an accurate understanding of your customers’ experience with your company, its people and its products and/or services. Which means it’s critical to see your business as customers do. Insight into their expectations and perceptions is the foundation for developing retention and sales programs that will delight them as well as help you achieve strategic revenue growth.
Our Customer Perception Audits are focused on providing you an unbiased ‘read’ on customers’ views of and experience with your company. It’s important to gain a clear understanding of their perceptions in order to target the right sales, marketing and support programs, as well as where to focus your product or service development efforts—from their perspective. Using a qualitative personal approach, we gain a first-hand understanding of overall satisfaction levels and identify key satisfaction drivers. Ultimately, satisfaction is all about the ability to manage your performance and customer expectations.
We also provide event-driven surveys that can measure performance in five key business areas: sales, implementation, customer service, technical support, and product/service quality. These are administered via the Web, mail and/or phone—whatever is needed to get a solid representative sample. We also apply these same techniques when conducting lost customer analyses.
Audit Deliverables
In a meeting with key company personnel, we’ll present our analysis and findings, which include:
In addition, we provide a report that details the results of the Audit and our recommendations for sales, marketing, and PR programs that can help generate revenue growth.