On the basis of the concept of customer experience, we support clients in creating a system that generates customer loyalty and achieves business growth.
In order to increase customer loyalty, it is important to distinguish between "Good Sales," which is paid in exchange for satisfying customers, and "Gad Sales," which would slow business growth in the future. To realize an increase in customer loyalty, it is not enough to merely conduct NPS/ CSAT surveys/analysis, but also to delve into business culture and work processes.
We contribute to clients' sustainable and healthy growth by understanding and visualizing the customer emotion of loyalty, while continuing to grasp customer insights, which would create customer loyalty, by linking it to actual actions, and by establishing a system within the organization to assess the results each time implemented.
We support clients in increasing customer loyalty from various angles through the following three services we offer.
There have been times of the CSAT and CRM booms, but it is rare that these activities resulted in significant business results. Because many of these activities were implemented with the logic of the provider, while increasing customer loyalty in the real sense of the term requires a change in the mindset from "understanding the customer" to "understanding how customers see the company."
In order for clients to understand the current state of customer loyalty, we use quantitative and qualitative methods of comprehending how customers see the company. We visualize factors that improve and damage customer loyalty, identify issues, calculate distributions for Good and Bad Sales, and prioritize improvement policies. We would recommend it as an introductory service for clients to embark on customer loyalty improvement.
Customer observation, in particular, is the most powerful technique in comprehending customer insight. beBit is a pioneer in the field, with more than 10,000 people observation surveys to have been proved in success. Using the method, we will reveal a whole picture of what customers are thinking and how they perceive things.
This service helps clients implement policies in the improvement areas, which are already identified and formulated.
In such a case, clients tend to convey a debate descending into one particular touch-point, such as "improving call-center responses." However, it is the customer loyalty issues that need improving, not the touch-points'. For example, if customers are dissatisfied with something, the main cause of that issue may not be the call-center - it may well be a series of prior events: customers want to find out some information and repeatedly visit the website, but the website doesn't have any information on it, and then they can't find the number for the call-center, and then when they have finally tracked the number down in the paper manual, no one answers the phone….etc.
That is why we base our service upon the true nature of the issues, together with customer journeys and insight. We support clients in formulating specific improvement plans, including on products, services, and communications at various touch-points, as well as business processes, after identifying and prioritizing the improvement areas to increase customer loyalty. We also identify tasks, which are not linked to customer loyalty, and examine arranging an environment where new tasks would be executed effortlessly by making the spotted tasks more efficient or downsizing them.
This is a service for introducing clients the PDCA cycle, a series of actions that involves quantitatively and qualitatively comprehending customer loyalty, improving issues, and assessing results. We support clients in constructing a more effective system by designing a measurement indicator and timings for measurement, analysis methods, reporting, and product/service development approach, and implementing trails.
But in order for this kind of system to work, it is crucial for clients' employees to empathize with customers and share their customer centric culture with top management. We also help clients design a plan for transforming them into a more bottom-up organization, "places" where top mismanagement deliver their messages to employees and where employees directly contact customers, and the stipulation of corporate values, which is the core of creating a culture of customer centricity.
We would recommend this service to clients whose top management is committed to introducing a customer loyalty management system.