Our Specialisms : Customer Focus
Do you know what your clients are thinking ?
You know who your customers are. You know they are the most important people in your business. But do you really know what they are thinking ?
What would be the value to your business be to know
- what it would take to get 5% more orders from your existing customers
- why a regular customer has started using a competitor
- why some good prospects won’t use your company
Our Customer Focus package answers these crucial questions. It gives you the information you need to build profitable, lasting customer relationships. Gaining this kind of in-depth insight into your clients can quickly demonstrate its worth in increased turnover and greater bottom-line profit.
Harness the power of the 80/20 rule of customers
Remember, most businesses are governed by the 80/20 rule of customers : the top 20% of your customers bring in 80% of your profits. Our Customer Focus helps you identify, keep and grow the top 20% - and find more like them.
Increase your turnover
Just a small increase in orders can bring a significant increase in your turnover. For example, if you achieve only -
- 5% more clients
- ordering 5% more often
- with 5% bigger orders
- then your turnover grows to 116%.
Increase your profits
Once you understand your customers better, its easier to increase your profits by the simplest method : increase your prices. If you understand why your clients choose you, and keep doing the things they like, then price elasticity sets in. In other words, you can increase prices without losing customers.
What's more, a small price increase can mean that you can afford to lose your worst customers without losing profits. For example, if you have -
- 5% gross margin
- and increase your prices by 2%
In short, 29% less work, for no financial loss. Plus, with the insights from our Customer Focus package, you may be able to increase profits without losing a single client.
The Customer Focus Package
We meet your most important clients face-to-face. This can include
- your top clients
- clients you have lost to competitors
- prospects who, for no clear reason, will not work with you
It is very rare for clients to refuse to talk to us. Because we are a third party, they are more frank and open with us than they ever can be with you.
Our interviews are a balance of
- structure : to make sure all the important points are covered
- openness : to follow through anything new that comes to light.
Of course, all our work is completely confidential,
The Customer Focus Process.
We follow a four-stage process. We
- gather information : face to face with your key clients and prospects
- analyse the data : identify the significant statements from each client
- draw conclusions : identify key facts from which business decisions can be made
- implement : help you put those decisions into practice
Your business will develop based on lessons learnt from the most important people in the business : the customers
Improve customer retention, too
As well as helping you make key decisions, the Customer Focus process helps you keep your top customers by showing that you value them and their opinions. Even long-standing clients can have requirements that are not understood. Plus, we often find opportunities for cross-selling, and up-selling.
CRM Systems
Customer Relationship Management systems help you understand what your customers do. We have worked with the major systems such as ACT! and Outlook Business Contact Manager ( which is free, and meets the needs of most SMEs), and we can help you get the most out of them. However, they won’t tell you what your customer think, their honest opinions of your product and service, and your competitors.
Return On Investment With No Risk
Current and past clients have earned at least four times what they invested in Customer Focus, in cut costs and raised revenue. We expect our future clients to see the same return on investment. We take out the risk, because if at any time you do not see value in what we are doing, you can stop the project straight away.
Invest in us, to invest in your best clients, and invest in growing your business.
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