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"I never realised what a gret asset I have in my people"
said a CEO after we had undertaken a change management project
Success comes from customers having a positive perception of your performance, rather than from what you actually deliver!
We provide you with a Value Propostion to present to new prospects. We achieve this by assessing the positive value of the benefits that you have already delivered to clients. We present this value to prospects by creating a vision of how they will gain from using your products and services.
How often do you follow up with clients and customers to check how well their expectations are being met? How do you ensure that your customers are your best advocates.
Customers' expectations at the outset of a project or prior to a sale may not be fully explicit. Further, they are likely to change subtly during the course of a project or prior to delivery. They will certainly be at their highest upon the completion of a project or upon installation.
The most vulnerable time in your relationship with your customers is that first 6 months after the project has been completed or the sale made. Customer satisfaction can only fall - it is unlikely to rise.
The key to maintaining successful customer relationships is being sure that you keep tuned in to your customers evolving perceptions of the value you have delivered. By doing so, you will identify any issues at an early stage, before they become real problems. We have a powerful online survey tool that we use to obtain feedback on a regular basis.
Company's are often more forthcoming to an independent person than to their suppliers. Customers see this as a positive expression of long-term commitment. Please contact us for a further discussion.
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