Driving strong customer relationships - Frans van der Horst & Bram van Schaik
Transcript of Driving strong customer relationships - Frans van der Horst & Bram van Schaik
![Page 1: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/1.jpg)
Customer StrategiesDriving strong customer relationships© TNS
Driving strong customer relationships
![Page 2: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/2.jpg)
Customer StrategiesDriving strong customer relationships© TNS
Who are we
Frans van der Horst
Bram van Schaik
Our focus is growth
2
1
3
4
Today’s business
New customers
Loyalty & new spend
New products & services
New markets
More money from each customer
Mor
e cu
stom
ers
2
![Page 3: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/3.jpg)
Customer StrategiesDriving strong customer relationships© TNS
We are all here to grow our business
Getting a better Customer ROI
Grow revenue Reduce churn Increase efficiency
in customer service
Becoming truly customer-centric
Unify the organisationaround the customer
3
![Page 4: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/4.jpg)
Customer StrategiesDriving strong customer relationships© TNS 4
![Page 5: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/5.jpg)
Customer StrategiesDriving strong customer relationships© TNS
Have a short chat about it with your neighbour
Can you elaborate a bit about your ratings for performance?
What drives your ratings on the preference share?
What influenced your opinion? Personal reasons Market reasons External reasons
What drives recommendation?
5
![Page 6: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/6.jpg)
Customer StrategiesDriving strong customer relationships© TNS
Guess the industry
ERP Software Provider Discount Supermarket Chain
6
![Page 7: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/7.jpg)
Customer StrategiesDriving strong customer relationships© TNS
In summary
7
1 Individual context
Competitive offer / alternatives2
Quality of product / service 3
![Page 8: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/8.jpg)
Customer StrategiesDriving strong customer relationships© TNS
Why do customers switch providers?
The top three reasons why customers leave:
Source: TNS Customer Insight Surveys 2013/2014
31% because they received a better offer from a competitor
28% because they are dissatisfied with the value for money
24% because they had a bad customer experience
8
![Page 9: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/9.jpg)
Customer StrategiesDriving strong customer relationships© TNS
So it is important to
9
1 Have data about the context next to touch points
Understand emotions and attraction of competitions
2
Use individual customer data and re- use exiting data
3
![Page 10: Driving strong customer relationships - Frans van der Horst & Bram van Schaik](https://reader036.fdocuments.net/reader036/viewer/2022070515/5875dbfb1a28ab8f438b787f/html5/thumbnails/10.jpg)
Customer StrategiesDriving strong customer relationships© TNS
TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.com
Frans van der Horst [email protected]+ 31 (0)6 483 140 70
Bram van Schaik [email protected]+ 31 (0)6 518 231 40
11