Create Happy, Loyal Customers

g2m-service-pillar-disjointed-customer-experience

Disjointed Experience

People are rarely happy when their experience as a customer is disjointed when they interact with you.

Lack Of Data

Its hard to improve things if you can't see what customers do and don't like

Poor Processes

Without clarity on who handles what, when things go wrong, customers get treated poorly and frustration grows.

Poor Tools

Without the right tools and technology, keeping customers happy is disruptive and expensive

Improved Renewal Rates

Keeping existing customers happy is the bedrock of sustained growth

Increased Lifetime Spend

Cross and up-selling is much easier when customers are happy

More Referrals

Word-of-mouth referrals from happy customers are your single best source of new business.

Customer Advocacy

Happy customers are the bedrock of any customer advocacy program.

Reduced Support Costs

A structured customer success program reduces support costs

Better Reporting

Reporting focuses your effort on where to improve your customer satisfaction

Customer Service Program

The Customer Service Program starts with a series of workshops to examine & suggest improvements to your customer service processes, from initial on-boarding across the full lifetime of your customer.

We then install, customise and train your team on HubSpot's Customer Service Software. This provides you with:

Universal "inbox" to manage all customer communications
Live chat & conversation bots
Customer support ticketing and routing
Knowledge database for FAQs
Customer feedback surveys
Net Promoter score software
Reporting dashboards of results

g2m-for-service-customer-service-program-FA_Optimized

Customer Journey Mapping (CJM)

CJM is the keystone of your growth strategy. Start by mapping the journey customer's take over their lifetime and how your organisation responds.

CJM:

Defines your core customer personas
Specifies their entire journey from stranger to loyal advocate
Aligns your business processes around the customer's lifecycle
Means marketing, sales and service teams align around the customer
Allocates responsibilities & provides a framework for setting KPIs
Articulates the technology you need to support the customer's lifecycle

Want to know more? Book a time to meet with Chris

g2m-customer-journey-mapping-FA_Optimized

Net Promoter Score Program (NPS)

This program sets up, installs the technology and tools, runs the process and produces analysis of your Net Promoter Score.

NPS is an industry best practice used by companies to benchmark, evaluate and improve customer loyalty. NPS is different from other benchmarks, such as customer satisfaction surveys as it measures a customer's overall sentiment about your firm, versus their perception of a singular interaction or purchase.