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www.moreyeah.com
Our Statements
MISSION• Provide honest, consistent and detailed
feedback to our customers. • Our services are to expect and anticipate
customer’s needs • Maintain customer confidentiality, develop
customer relationship and nuture trust.• Partner with customer to increase their
revenue and enhance their reach.
VISIONTo be the most customer concentric organization thereby creating niche position with Small Medium Enterprises and Mid Market Enterprises.
www.moreyeah.com
Customer Retention facts
• 96% of unhappy customers don’t complain, however 91% of those will simply leave without giving reason and never come back.
• 68% leave because they were unhappy with the service they received, 14% were unhappy with the product or service and 9% decided to use a competitor.
• A customer is 4 times more likely to defect to a competitor if the problem is service related than price or product related.
• A unhappy customer will tell between 9-15 people about their experience. Happy customers who get their issue resolved tell about 4-6 people about their experience.
• It costs 6 – 7 times more to acquire a new customer than retain an existing one.
• A 5% increase in customer retention can increase profits by 25% to 125%.
www.moreyeah.com
Customer Retention facts
• The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%.
• A 2% increase in customer retention has the same effect as decreasing costs by 10%.
• It takes 12 positive experiences to make up for one unresolved negative experience.
• 55% of customers would pay extra to guarantee a better service.
• 80% of customers prefer to speak with a representative at the weekends.
• 55% of current marketing spend is on new customer acquisition, 33% on brand awareness and only 12% on customer retention.
www.moreyeah.com
Customer Retention Strategies
• While 96% unhappy customers do not complain, but those who complain are giving you a gift to better your product and services.
• Keeping in touch using a rolling calendar of communications such as programmed sequence of letters, emails, phone calls, thank you’s, special offers, follow-ups, magic moments and cards or notes with a personal touch does wonders.
• Customer churn can be avoided by simply just listening to your customers. Customer feedback surveys are a great way to learn how your service is performing in relation to your clients expectations.
• Greater personal interactions with customers through customer interview will resolve ambiguities, useful information can be obtained and higher response rate can be achieved.
• B2C and B2B need to function more like P2P, as in People to People, companies.
• Your clients are online and glued to their mobile or computer screens. Focus on building social profiles on LinkedIn, Twitter or Facebook. These major social media websites will help build relationships.
www.moreyeah.com
“ You understand your business and customer better than anyone else, we reinforce your insight to your customers the benefits of doing business with you.”
www.moreyeah.com
Service
SalesMarketing
Management
Customer Engagement
Customer Survey
Survey Analysis
Customer Interview
Services Offered
www.moreyeah.com
Customer Engagement
• Magic Moments (Corporate Events)
• Regular review
• Corporate Gifts
• Social Media
• Periodic Newsletter
• Loyalty Programs
www.moreyeah.com
Customer Interview
• Corporate Interviews with key company personnel.
• To obtain detail and perspective of the business.
• To focus on the opportunity for expanding the business.
www.moreyeah.com
Customer Survey
• Survey construction.• Customer satisfaction• Customer loyalty• Customer product and
services
• Outstation Customer survey• Third party customer situated
outside India.
• Local Customer Survey• Third party customer situated
in India.
Telephone
Online
Personal
www.moreyeah.com
Survey Analysis
• Draw accurate and meaningful conclusions about the survey responses.
• Present findings in simplified manner through graphical and visual representation.
• Draw the survey analysis report that will enable strategic decision making.
www.moreyeah.com
Credentials
• 14 years of experience in Banking Industry.• Association with experts in the Industry.
• Experience in handling following customer segments:• Small Medium Enterprises • Mid Market Enterprises • Top Tier Local Clients• Financial Institutions• Global Clients
• Educational Qualification of the promoter : MBA (Marketing) and LLB.
www.moreyeah.com
M. R. JhaRoom No. 22, 4th Floor,
Esplanade Mansion,144, M. G. Road, Fort,
Mumbai - 400 023T +91 22 2283 5285, M +91 99870 33911,
Contact Details