Only 9’s and 10’s get you in
If you asked your customers: “To what extent would you recommend us to your friends and / or colleagues” How would they rate you on a scale of 1 – 10?
Scientific research by Werner Reinartz and V. Kumar (Harvard Business Review – 2002) showed that only the customers that rate you “9”, or “10” on this question, could be considered loyal to your Company. The loyal customers are truly your “supporters”. The reason is that a happy customers tells a friend, but an unhappy customer, tells five. The research also revealed a definite parallel between the number of “supporters” and the profitability of the Company.
Mercuri International has developed unique methodologies that continuously measure and consistently grow the number of customer supporters. This approach has a definite objective to improve the levels of customer service - not merely for the sake thereof. It leverages higher profit margins by capitalising on improved customer service. Mercuri International trains more than 330 000 people around the world annually. We have the “grow-how” to take your customer service to greater levels. Contact us 011 807 59 89.