case studies

What are satisfied customers worth to you?

Satisfied customers must be good for business. But it's very hard to quantify how much extra profit they generate. Certainly it is cheaper to retain an existing customer than to win a new one but no business wants to fall into the trap of over servicing and losing money. So it's a fine balance. That is why understanding what customers want most from your business is vital to building profitable, loyal customers.

Some rewards for satisfying customers:

•	More repeat business reducing selling costs by 20 - 40%
•	50% longer customer retention
•	More referrals reducing promotion costs by 20 - 40%
•	7 -12% price premium

Cape Consulting's success

Cape Consulting's programmes achieve measurable improvements in customer satisfaction - we have demonstrated…

•	15% increase in calls resolved at first contact
•	10% improvement across call productivity measures
•	40% increase in customers saying "easy to do business with"
•	14% improvement in customer satisfaction.
•	30% of net profit contributed by teams scoring top 10% in customer satisfaction results

Read about some of our success stories…..

To share in this success call us on 01483 230400

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