Most companies measure customer satisfaction. But in today’s business world, that’s not enough. The reason is simple – customers can be happy one day, but leave you the next. In order to understand if your customers are likely to stay for the long term, you need to go further than customer satisfaction.
You also need to measure the level of Trust and Commitment in their relationships with you.
At Deep-Insight, we call this Customer Relationship Quality (CRQ™) and we measure it for some of the world’s leading organisations. Our customer assessments are delivered electronically and act as an early-warning system to identify potential customer or account defections before they actually happen.
We measure the future intentions of your key customers, identifying the “Ambassadors” and “Rationals” who are your most valuable customers, and profiling the specific issues that may be driving your “Stalkers” and “Opponents” to move their business elsewhere.
Relationships DO count. And more than you think – even with customers who have already defected. Research indicates that the probability of reselling to lost customers is between 20% and 40%, while the probability of success with new prospects is between 5% and 20%.
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