The key to sustainable growth
It’s widely acknowledged that customer retention is more cost effective than customer acquisition across most sectors of industry. For most businesses, a percentage improvement in customer retention can increase profitability by 5 to 20 percent. So the business justification is clear.
LBM’s Intelligent Contact enabled solutions will allow you to pinpoint the customers most likely to defect to the competion so that you have the chance to win them back before it’s too late. By applying predictive modelling techniques we will identify patterns based on earlier defectors, to gain a deeper understanding of why they left. Through our Consultative Approach we will recommend actions to earn customer loyalty, then design and implement a retention strategy that will enable you to keep the right customers longer.
Each customer relationship is different. With a major emphasis on Customer Intelligence we can help to determine ‘what to say and when to say it’ in order to retain your customer’s loyalty. After all, customers stay with businesses they trust, businesses that ‘know them’ and how they prefer to be treated.
A selection of what we have to offer:
|We can help to manage your social relationships, to monitor and invite feedback, and protect your brand.|| || |
|Increase your understanding of customer profiles by maximising the effectiveness of your customer data. Identify which customers are most likely to need your support and how best to deliver this.||Secure data management solutions to support the optimisation of your ongoing customer relationships, including managed services for cleansing and enhancement, merge and integration. Also, feature rich online portals to aid your usage.|| |
|Design and deploy predictive models to identify customers likely to defect, and what actions are likely to win them back.||Analyse contact history to determine their preferred channels for customer contact and the time of day when they are most likely to need your support.||Use interactive and personalised communications to gain direct customer feedback. By analysing results and taking advantage of LBM’s Customer Experience framework we can help you to learn from this experience, then optimise customer contact strategies to further enhance performance, customer experience and ROI.|
|Inbound and Outbound customer care options across Voice, Web Chat and Email, ensuring that customer interactions are matched to the appropriate Customer Advisors, who are fully immersed in your brand.||Increase your level of customer interaction using personalised mobile and email marketing, then capture responses for future prioritised follow-up. Remind your customers that you value their opinions through automated customer feedback solutions.||Provide your customers with alternative ways to interact and transact with your brand, to suit them. Ultimately, to drive down costs and optimise proactive customer support 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.||Internal systems to optimise the customer experience through quality assessment and customer feedback (Call Recording, Voice Analytics, Quality & Coaching, Customer Satisfaction Surveys etc.)|