Businesses spend the majority of their marketing dollars in luring customers from their competitors. Wouldn’t it make more sense to invest dollars in keeping the customers you have to prevent them from going elsewhere? It has been proven time and again, that it will cost much more to get a new customer than to keep an existing one. You will set your business apart by building relationships with your customers and recognizing that ongoing contact will benefit both you and the customer.
Why wouldn’t we do this internally?
You can! Retention Resource Center is focused on helping you find the best way to stay in touch with your customers and create customer loyalty. We will provide you with a complementary assessment to help you determine the most cost effective way to reach out to your customers. There’s not a “one fit for all” solution. There are many cost effective ways to build a lasting relationship with your customers.
Many businesses, large and small, do not have resources to develop a proactive customer contact program. Sales representatives are focused on making new sales and customer service representatives are trained to troubleshoot and fix problems. Developing internal proactive contact programs can be cost prohibitive and difficult to manage.
RRC can provide your business with an affordable solution to this problem because we have a proven customer contact system that is incredibly efficient and can effectively deliver the results you desire for less than if you tried to do it yourself. Our team of highly trained account managers are focused on proactively building the relationship between you and your customer. The state of the art customized reporting system alone makes it easier and far less expensive to analyze feedback, satisfaction and other customer related topics.
Are on-line surveys effective in collecting feedback from customers?
On-line surveys continue to grow in popularity. Most tools available to businesses are actually quite inexpensive. Communication with customers should be carefully planned and monitored. On-line surveys are no exception. Most tools are set up where a survey campaign is set up through a web based service. The survey is generated into a web link. Once the survey is a web link it can then be added to your web site, a personal email or a email campaign.
The challenge is creating consistent surveys, managing the feedback, and obtaining reports useful in decision making. We offer a full range of services designed to meet the growing demand of on-line surveys. When we conduct our complementary assessments, we share many ways your business can reach out to your customers. If on-line surveys is a solution for your client base we will certainly make a recommendation.
How much does it cost?
Our pricing is based on a completed survey fee structure. This allows our clients to know upfront the investment needed to implement each campaign and more easily measure their Return on Investment. The added benefit of our contact is you only pay for those we contact. We offer pre-paid packages as a cost savings or you can pay as you go! Either way, we can design a contact strategy for budgets large and small.
Who contacts my customers?
All contact to your customers on your behalf is developed and managed by trained account managers. Our staff is carefully selected and are skilled in building customer relationships. We are not a call center. Our staff works independently and are assigned accounts based on their expertise.
How does RRC contact my customers? Most campaigns we manage consist of phone calls that are specially designed to achieve your customer contact goal. RRC also provides on-line survey development and management. One of our greatest strengths is our team's ability to call your customer and be conversational. It is our goal to not sound like a canned survey or like we are going to sell them something.
Customer calls scripts are designed by our account management team and consist of "Yes/No" questions with follow up questions to encourage additional feedback and can be completed successfully in an average of 5 to 10 minutes. If desired we can verify customer contact information, announce upcoming events, share resources, introduce other products/services and encourage referrals.
How do you develop a customized campaign?
From the first time we speak with a prospective client we are assessing the needs and the desired results that will bring the most benefit to that client. We consult throughout the process to ensure our client’s goals are well defined and then develop specific campaigns around those goals that utilize our expertise in proactive contact. Once completed, all components of the campaign are presented to the client for review and approval before they are implemented. Many times we will recommend ways you can add to what you are already doing internally. We look at all the ways you contact your customers and partner with you to find the best ways to improve communications.
How often will you contact my customers?
We have several different programs that offer various contact strategies. Since our fees are based on contact, we are motivated to make contact. Keeping the relationship in mind, we make sure our contact is space appropriately. After we evaluate your needs, we will recommend the appropriate amount of contact with your customers.
In many cases it’s important for the customer to know the client has attempted to reach them. During the campaign development, a customized voice mail message is created that can be left with your customer. If elected, an email can also be sent to customers we are not able to reach by phone.
How will we monitor the results of our contact program? RRC offers a unique reporting system that allows you to easily see the results of each campaign. Reports available to our clients enable them to see the feedback collectively or for individual customers. Priority reports are sent by email to inform our clients of all urgent matters needing their immediate attention, including additional sales opportunities, referrals obtained and customer service issues. It all starts with your goal for the campaign. Do you want your customer’s feedback? Do you want to increase customer retention? Do you have other products/services you would like for them to purchase or are you looking to get referrals? Are you wanting to follow up with your leads/prospects? Once a goal is established, you can easily measure the success of the campaign by whether or not the goal is met or exceeded.