Every contact we have with the customer influences whether or not they will come back. We have to be great every time or we will lose them"
The customer's perception is your reality. iOD provides a 360 degree view of your customer. We believe that Customer Analytics helps turn your data into something you can really use and it is a tool to drive your business farther, faster & smarter. It is the intersection of hard science and common sense where your data transforms into the ultimate marketing tool & a natural, unstoppable extension of your business that turns everyday obstacles into opportunities.
The top 20% of customers are the lifeblood of a business and contribute 80% of the profit. The bottom 20% at best contribute nothing to the bottom line, and at worst cost more than they contribute. iOD will help you identify the top 20% of customers, middle 60% and bottom 20%. We then try to determine how to keep the top 20% customers happy and how to encourage middle 60% customers to become top 20%. Then we have to figure out what to do with our lead customers.
Are the following questions bothering you?
- Who are my customers? Which customers are valuable? Which aren't?
- What do I do with my most valuable customers?
- How do I make less valuable customers more valuable?
- How do I get a deeper understanding of customer sentiment from both internal and external sources?
- How do I increase customer loyalty and satisfaction by understanding what meaningful actions are needed?
- Challenged getting the right information to the right people to provide customers what they need to solve problems, cross sell and up-sell?
- How do I know what customers want, why they buy, why they switch and what will keep them engaged and in the fold?
- How do I solve customer issues quickly and move on to revenue-generating conversations?
- By retaining customers and enabling up-sell and cross-sell opportunities, the resources invested in obtaining customers pay dividends many times over?