Many clients have learned the hard way that dissatisfied customers, who have had poor experiences or who do not have positive relationships, can hurt them two ways. The dissatisfied customers defect and also can turn away prospective customers through negative word of mouth. Schmalensee Partners can turn your customers into loyal advocates by using research to understand their experiences and then using change management tools to improve their experiences and relationships. Our deep experience in research and performance improvement is an invaluable combination throughout all stages of the process.
- Build commitment to improving experiences and relationships for customers
- Research customers’ needs and hopes
- Develop specific strategies and action plans
- Involve and motivate all staff members
- Design and implement changes in policies and procedures
- Monitor and manage improvements