First impressions are everlasting
Most businesses depend on repeat sales from existing customers to sustain growth and secure their future. For every customer you acquire, the chances are, you’ve already had to invest considerable time to build rapport, to explain how your offering stands out from the competition, and ultimately, earn the right to serve them.
By investing time and resources into welcoming your customers onboard you begin to demonstrate that the attention you showed during the sales process was not just fuelled by the numbers, but in fact your commitment to delivering great customer service. Further helping to reinforce customer relationships, and reassure them that they made the right choice by joining you!
LBM’s Intelligent Contact approach enables you to deliver a customer experience in-tune with your brand. Whether you require a fully integrated multichannel contact strategy, supported by multi-skilled customer advisors, or a single digital marketing solution, we will focus our efforts on achieving the best results. After all, at LBM, we want to be regarded as the ‘best’ in our clients' opinion, and in line with our own strategy, work hard to achieve this by delivering everything our clients want and more. It’s embracing this strategy throughout our organisation that has enabled us to consistently deliver success for our clients.
A selection of what we have to offer:
|Use personalised and interactive mobile and email communications to welcome new customers onboard, to further reinforce your brand and propositions, your commitment to service and invite feedback.||We can help to manage your social relationships, to monitor and invite feedback, and protect your brand.|
|Maximise the effectiveness of your customer marketing campaigns with regular data cleansing and enhancement, to validate and acquire missing details that could open up new customer touch points.||Secure data management solutions to optimise your ongoing campaigns, including managed services for cleansing and enhancement, merge and integration. Provide feature-rich online portals to aid your usage.|
|Fine tune your targeting priorities, use market-leading data analytics to identify which customers offer you the highest up-sell and cross selling opportunities.||Through Customer Growth Modelling and analysis our consults will enable you to prioritise your investment to focus on customers offering you the highest potential lifetime value.||LBM’s contact centres handle in excess of 10M outbound calls per month, by analysing connection history, we can determine the best time to contact the vast majority of your customers, therefore, further optimise connect rates and productivity.|
|Inbound and Outbound campaign handling across Voice, Web Chat and Email – by highly skilled Customer Advisors, aligned to your brand.||Interactive and personalised mobile and email marketing, automated response capture via SMS, Click2Call and Digital TV, with priority call backs.||Providing your customers with alternative ways to interact and transact with your brand, to suit them. Ultimately, to drive down costs and optimise proactive customer contact where, and when it’s needed most.|
|Intelligent outbound and inbound Contact Management solutions to optimise productivity, performance, the customer experience and ROI.||A range of interactive solutions across Voice, Email, SMS, Web Chat, Instant Messaging and Digital TV.||A range of internal systems to optimise the customer experience through quality assessment and customer feedback (Call Recording, Voice Analytics, Quality & Coaching, Customer Satisfaction Surveys etc.)|