Supplier stars may 2013
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Transcript of Supplier stars may 2013
Increasing customer retention
for b2b service providers
A typical business hears from
only 4% of dissatisfied customers
Are you, like most businesses, rest
assured that no news from customers is
good news?
80% of companies think they deliver
“superior” customer service.
How attuned are you to what your
customers REALLY think about you?
8% of customers think these same
companies deliver “superior” customer
service.
To know your customers is to keep
your customers
On a scale of 1 to 10 how well do
you know your customers?
Why isn’t that number lower?
“It doesn’t matter what your think you
know about customers, all that matters
is what’s inside your customers’ heads”
Customer Perceptions Rule.
Now is the time to understand your
customers at a deep level….
Introducing Supplier Stars…
The customer understanding engine that
delivers tangible and valuable customer insight.
A Product Overview
Supplier Stars
The Customer Understanding Journey
Insight
Statements
Feedback
Happiness/Loyalty
Metrics
Identification of
happiness triggers
Hierarchy of
Customer Loyalty Customer
Understanding
Engine
Continuous customer
data analysis
The Supplier Stars customer
understanding engine
Market Comparisons
The fuel that powers the Customer Understanding Engine is
the 30 Insight Statements that customers respond to.
• The 30 Insight Statements have been rigorously market
tested to deliver optimal insight;
• All statements require an “I agree/I disagree/I don’t
have an opinion” answer;
• 5 minutes completion time - 10 seconds per statement;
• Data is collected via an online platform designed to be
easy to use and hassle-free.
The 30 statements form the foundation of the engines heart:
The Supplier Stars Hierarchy of Customer Loyalty…
The Customer Understanding Engine
Insight Statements (comprising 30 focused statements)
Likeable Reliable Goes the
extra mile
Enjoyable
Quality
Product
Easy Meets Needs
Loyalty
Value For
Money
The Supplier Stars Hierarchy of Customer Loyalty
The 30 statements are structured to create detailed insights
into each tier & category of the Hierarchy, empowering
suppliers with a deep understanding of customer feeling.
Example
Statements
I find the supplier a pleasure to
deal with
I feel I can trust the supplier to do
what's best for my business
The supplier speaks
my language, so I
understand clearly
what they are telling
me
I can always count on the supplier to
meet its promises and commitments
The supplier routinely
stays in touch with me
to keep me informed
of issues that may
affect me
When I am unable to initially contact someone, I
know they will return my call promptly.
The scope of the
suppliers product line
meets our needs
When I think of service quality, I
think of this supplier first
I'm confident that the value I
receive from the supplier is
better than I'd be able to find
elsewhere in the market
When dealing with any of the suppliers personnel, I am
always treated with consideration and respect
I disagree
I agree
I don’t have an opinion
Time Remaining 3 Minutes 04 Seconds..........
I find the supplier a
pleasure to deal with.
You have 10 seconds.
Please click on one button Your opinions matter…
Customer
Insights
Highlight triggers that
make customers
happy
Continuous
feedback
loops
Happy Customers
= Loyal Customers
= Business Growth
Supplier Stars
The Customer Understanding Journey
Happiness/Loyalty
Metrics
Identification of
happiness triggers
Hierarchy of
Customer Loyalty Customer
Understanding
Engine
Driving
Insights
& Action
Continuous customer
data analysis
The engine delivers insights and triggers that
can be acted upon to increase customer
happiness and customer loyalty…
Insight
Statements
Feedback Market Comparisons
Insight Statements (comprising 30 focused statements)
Likeable Reliable Goes the extra
mile
Enjoyable
Quality Product
Easy Meets Needs
Loyalty
Value For Money
The Supplier Stars Hierarchy of Customer Loyalty
Metrics By Age of Customer (how long they’ve been a customer)
By Customer Segment - Key accounts
- Growth accounts
- Minor accounts
By Month Versus the Market
By Region /
Location
By Account Manager
(or sales rep)
Versus your
peer group
By product /
service Versus customers
other suppliers
…and delivers metrics from which to manage and
monitor your customers’ happiness and loyalty.
Happy Customers spend more money
Increased sales through word of mouth
Reliable income as loyalty increases
Reduced complaints handling
Fewer customer service calls
More Effective Sales & Marketing
More Revenue
Lower Costs
Retaining an existing customer costs
way less than finding new ones.
Customer
Insights
Highlight triggers that
make customers
happy
Continuous
feedback
loops
Happy Customers
= Loyal Customers
= Business Growth
Supplier Stars
The Customer Understanding Journey
Happiness/Loyalty
Metrics
Identification of
happiness triggers
Hierarchy of
Customer Loyalty Customer
Understanding
Engine
Driving
Results
Driving
Insights
& Action
Continuous customer
data analysis
…and drives desirable results.
Marketing messages focused on happiness triggers
Insight
Statements
Feedback Market Comparisons
Increasing customer retention
for b2b service providers
Any questions? We’d love to hear from you:
Twitter: @SupplierStars
Email: [email protected]
Website: www.SupplierStars.co.uk