Customer Intelligence

How loyal are your customers? The cost of acquiring a new customer is five times the cost of retaining an old one.

Therefore, it is important that your customer interaction is managed in the best possible way. Understanding and improving the customer experience is a strategic imperative for all customer-driven enterprises. Providing an experience that is in line with the corporate message or brand is the surest way to win customer business loyalty.

  • Define what your customers want
  • Identify the behaviors that create success
  • Create ‘brand promoter’ customers
  • Train your staff more effectively

We offer the most powerful Customer Intelligence Solutions programs that will help you define what your customers want and help identify the key performance indicators that create loyalty over time. We’re continuously pioneering new solutions based on breakthrough technologies and innovative practices. SEC’s customized reporting system provides the actionable information that augments the analysis of the resources of a business. These are an invaluable source of insight into the reasons behind the ratings/metrics. SEC provides the ability to identify the key drivers of satisfaction.

Voice of the Customer Programs

Do you know what your customers are saying about you? Do you have the capability to react quickly to when your customers speaking directly to you about your business, or are they talking to their friends or even to strangers? Are you listening and responding no matter when or where they give feedback? A comprehensive voice-of-customer (VOC) program is a critical part of protecting your revenue, and requires multi-channel listening in real-time, with the capability to respond to customer feedback instantly.

Customer Engagement Programs

You only get one chance to make a first impression. When it comes to customer service, even one bad experience can not only mean the loss of a sale, it can also mean the loss of the customer permanently, not to mention the negative word of mouth. SEC can help you determine how you measure up during routine transactions, after the sale, when customers have a problem. We can help reveal what your customers think, how they behave, and why. All of this results in happier customers, better trained staff, and a boost to your bottom line.

  • Captures the behavior, thoughts and attitudes of your customers
  • Surfaces key customer insights
  • Continuously improves the customer experience at every touch point

Lost Customer Programs

How many customers has your business lost today—and do you know why they’re leaving? Given the high cost of acquiring new customers, one of your greatest challenges—and opportunities—is to effectively manage your customer loyalty. Our multi-dimensional programs can help you determine why you are losing customers, and what you can do to get them back!

Customer Loyalty Package

Not looking for an ongoing program? Not sure exactly what you need? Let our loyalty experts put together an introductory package of brand alignment services at a price you can afford, with no long-term commitment. Please call 516.576.1188 x.3530 or email us at solutions@serviceevaluation.com for more information.

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