MGW Real Strategies Consulting will establish a baseline of customer-related metrics and evaluate how all of the internal systems and people can contribute to improved customer satisfaction and retention.
There is a wealth of literature and research that estimates it costs 5 – 10 times more to bring in a new customer than to keep a current customer. Many businesses unintentionally alienate existing customers. A lot of people switch internet, cable, cell phone, and car insurance regularly because they can get a much better price by switching than by staying with their existing provider. Businesses also demonstrate lack of alignment when they claim top notch service but when you call for help you wait on hold forever and don’t get your questions answered. Business to business companies can lose customers by not meeting the terms of their service level agreements, by sending inaccurate invoices, or any number of actions that take place outside of the sales office. MGW Real Strategies Consulting will identify customers’ pain points and evaluate how all of the internal systems and people can contribute to improved customer satisfaction and retention.