Customer Acquisition, Retention & Management

The premise that attracting and keeping profitable customers depends on being customer-centric—providing a highly relevant, tailored and “sticky” customer experience—is not a new idea. What is new, however, is the speed and intensity of change occurring along several dimensions—economic, cultural and technological—which make mastering customer centricity more imperative than ever.

Over time, a multitude of social, psychological, technological and lifestyle changes have led customers to demand far more from their providers. For instance, the Internet enables customers to enter the sales cycle much better-informed about available options and competing prices.

Globalisation makes it possible for customers to interact with suppliers literally around the world, and encourage expectations for service speed and quality independent of geographic location. Failure to meet these expectations has greater consequences, given the ability of disgruntled customers to wield the power of the Internet to damage brand reputation.

Changing Customer Expectations

Changing consumer values and buying behaviours are playing a key role in defining the speed of global economic recovery and in generating new opportunities for strategic and organic organisational growth.

Whilst some organisations have struggled in the global economic down turn, others in the same sector with similar challenges and competitive products or services have continued to grow and thrive – As modellers of excellence we evaluate what works well and establish how to deliver the changes to help others learn and adapt to better ways of working.

Our experience tells us that those companies that are struggling to compete in this economic climate require a new customer service model to ignite and sustain growth. Our clients are realising that they cannot be all things to all customers and with our help are starting to focus on delivering a customer experience tailored to specific segments, focusing and aligning resources, systems and processes to where they most matter for the customer, the organisation and the staff tasked with delivery.

As Systems Thinkers and modellers of excellence the Ascot Barclay team are well placed to assist organisations across industry raise their customer service performance bar towards improve acquisition, retention and overall customer satisfaction results.

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