Customer Retention and Development

Retaining And Developing Existing Customers

Do you know the biggest reason why customers stop buying from their existing supplier? It’s because the customer thinks the supplier “didn’t care”. We help you to show that you “do care”. We follow-up with your customers, ask them what they think and find out if they have any issues. We discuss how your service could be improved. We make them feel valued, through good old-fashioned, human-to-human customer service. It will develop customer relationships, loyalty and trust.

Customers that feel valued are likely to become and repeat customer. The success rate of selling to an existing customer you already have is 60-70%, while the success rate of selling to a new customer is 5-20%. So, if your company isn’t cross-selling and upselling, you’re just leaving money on the table.

Our Approach

  • Gathering Data

    We collect information on your existing customers including contact details, background information, last contact, what they are currently buying and how frequently, and what opportunities exist to potentially up-sell or cross-sell. At this stage, we also make ourselves familiar with all of your services.

  • Planning Our Activities

    We will work with you to agree the objectives of the customer contact campaign. You might decide that you want us to begin our calls with your biggest customers or those where the best up-sell or cross-sell opportunities exist. We devise a call plan in respect of who we will contact and what we are trying to achieve: customer surveys, queries, cross-selling, up-selling or buying from you more regularly.

  • Picking Up The Phone

    We introduce ourselves as working directly for you. The aim of the calls is either to check they are satisfied with your service, inform them of the benefits of your services , of buying more regularly, of buying different services from you, and to reinforce the existing messages that you have instilled.

  • Following Up

    We schedule timely, structured follow-up calls and emails to keep in contact with those that we have called – following the opportunity through to the point of a decision. We’ll keep you updated at every stage, so there’s a transparent trail of all activity from the moment the first call is made through to the decision that was made by them and for what reason.

  • Reporting

    We collect and report on feedback on customer satisfaction, and on any problems and issues, with any specific customers. From the feedback, we’ll help you understand what you’re doing well – and what you’re doing not so well.

  • Monitoring Performance

    On your behalf we constantly monitor performance. We keep in contact with you to ensure quality is being maintained in the activity that we undertake. Reports are provided compiling all statistics associated with the campaign, and any particular figures you require will be set out at the start of the project.

  • Improving Performance

    Retaining customers is an ongoing process. Selling more to existing customers is often an iterative process, one that often involves multiple cycles to get it absolutely right, learning what works and what doesn’t along the way. We will evaluate each cycle providing any recommendations to improve the next cycle of activities. We sit down at quarterly reviews to discuss performance and how to keep improving.